Customer experience management from the experts in making meaningful connections

Deep Insights + Human-Centred Design = Customer Experience Transformation

We help you establish the competencies to build a customer-centric ecosystem

Our team of Customer Experience specialists help businesses to gain an advantage through customer experience management. We empower your team to build a customer-centric ecosystem throughout your organisation.

Transforming your customer experience (CX) to adapt to change effectively

To survive and thrive in today’s dynamic market, where change is rapid, businesses must be able to adapt effectively. The key is to establish a customer-focused framework to reinvent, adapt and make change leaps, where your strategy is a constant process of anticipation, design and implementation. W5 makes that possible through customer experience management.

Trusted by leading companies

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Join our upcoming Masterclass series and take your CX skills to the next level


Together with our partners we're offering three Masterclasses covering the essentials of customer listening and understanding, customer-centric design and mobilising your CX programme for success. Download the brochure to find out more.

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Client success stories

Learn how W5 has enabled CX transformation and helped clients to reach their goals with customer experience management.

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"W5’s extensive experience in CX transformation strategy formulation and implementation was a key factor in the success of our customer-centricity work plan."

Terri McCarthy
Head of Customer Experience Insights and Analytics, Allianz

A customer centricity summit secures deep leadership commitment
Read their story
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"W5 has helped us develop a customer-centric culture that is delivering significant benefits in terms of customer satisfaction, employee engagement and overall business performance. It has helped us put customer feedback at the heart of our improvement processes so that we are more able to exceed expectations."

Bernard Mooney
Customer Care Manager, Gas Networks Ireland

37%

reduction in customer issues and increased satisfaction, employee engagement and business efficiency
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"Deep customer understanding and feedback has been a key pillar in brand-building and advocacy and engaged the team delivering exceptional experiences."

Rado Durina
W5 Research Manager

NPS and customer satisfaction outperforms the sector averages, winning industry awards
Read their story

Our awards

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Hear what our clients have to say

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"W5 streamlined and presented our customer feedback in an intuitive and easy to navigate format. This was key for eir Business as we needed all of our stakeholders to have our customers' feedback at the click of a button. W5 have delivered a terrific programme which continues to be rolled out at pace."

Liz Hickey

Head of Research & Insights, eir Business
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“W5’s extensive experience in CX transformation strategy formulation and implementation was a key factor in the success of our customer-centricity work plan. Their process of stakeholder engagement through all stages of the process was very effective and the Customer-centricity summit was a real success in securing the senior management team ‘buy-in’ to the customer-centricity strategy. The CX audit is a key deliverable allowing us to track progress over time"

Terri McCarthy

Head of Customer Experience Insights and Analytics
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"W5 has helped us develop a customer-centric culture that is delivering significant benefits in terms of customer satisfaction, employee engagement and overall business performance. It has helped us put customer feedback at the heart of our improvement processes so that we are more able to exceed expectations."

Bernard Mooney

Customer Care Manager, Gas Networks Ireland
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"At Dublin Bus, our 128 million customers are at the heart of everything we do. This was reflected in the significant level of engagement from employees across the company in the CJM project. The project undertaken by W5 will allow us to become leaders in providing the best customer experience in public transport in Ireland."

Ray Coyne

Chief Executive, Dublin Bus
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"This customer feedback project realised a huge amount of value for the business, especially from verbatim that before this project essentially lay untouched and unused. The insights presented by W5 made clear for us what the issues are for passengers and what we needed to do and, importantly, have provided us with an easy-to-use platform that allows us to track progress on these and emerging issues in the future”

Siobhan Murphy

Global Brand Research Manager, Norwegian
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“With W5 you don’t just get a custom-made, first class, feedback measurement programme, you also get a really experienced team in all aspects of CX management and measurement. Learning from them and bringing that understanding back into our business has been a key benefit.”

Allison Payne

Client Experience and Complaints Manager, AIB Merchant Services

Our latest CX news & insights

Get the latest news and insights from the world of customer experience and explore our CX resource library.

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Resource

Customer Experience Masterclass Series 2021

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W5 wins Innovation Award

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News

W5 launches new website highlighting omnichannel customer experience advisory services

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Start the conversation

Get in touch with the W5 team about customer experience management or chat with us online.