Customer Experience




Designing and delivering memorable CX

The importance of customer experience (CX) and the business benefits it can generate are well recognised. It is clear that CX has become a major topic for many companies. To date though, few have managed to deliver memorable customer experiences - the ones that strengthen customer relationships.

Peak moments are memorable and drive perceptions

Creating an emotional connection with consumers is difficult, but behavioural sciences can maximise our chances of success. People judge an experience based on how they felt at its peaks (i.e., its most intense points) and at its end, rather than based on the total sum or average of every moment of the experience.

OurEPIC framework allows us to more readily discover what the memorable moments are




Our Whitepaper explores the science behind CX

CX whitepaper combo

More CX Insights


Our CX Experts


Richard Stevenson

Senior Director

Rich leads the CX offer development in the UK and works with blue chip companies to review, refine and implement memorable service experiences to their customers.

Contact Rich

Caroline Ahmed

Caroline Ahmed


Caroline has 15 years’ agency experience, deploying the full range of quantitative and qualitative techniques, with particular experience in new proposition development, CX & user testing.

Contact Caroline

Georgina Woodley

Georgina Woodley

Managing Director Aust/NZ

With a background in strategy, Georgina illuminates growth opportunities and how to most effectively realise them; rigorously evaluating all options before recommending the right pathway.

Contact Georgina

Matt Costin

Matt Costin

Managing Director

Matt is a customer experience and brand equity benchmarking expert and is the original architect of BVA BDRC’s VenueVerdict programme.

Contact Matt

James Bland

James Bland


James has worked extensively on continuous CX tracking programmes, delivered through online reporting platforms and based largely around online feedback and mystery shopping.

Contact James