Designing personalised customer experiences that make a real difference
Customer-centricity and experience management must be purposeful and, therefore, designed. If experiences are to be valuable, they must mean something to the customer and deliver something for your business - so your customer experiences must relate to the individual.
Experiences are products or services that are personalised to a greater or lesser degree. The greater degree of personalisation, the more meaningful and valuable it will be for the customer, and your business. Experience is the link between the customer and your organisation. You don’t own it, but you can influence it through customer experience design.
Experiences are products or services that are personalised to a greater or lesser degree. The greater degree of personalisation, the more meaningful and valuable it will be for the customer, and your business. Experience is the link between the customer and your organisation. You don’t own it, but you can influence it through customer experience design.
How strategic design helped eir boost customer acquisition
Our CX strategy design and customer feedback programme helped eir to improve NPS, reduce churn rate and boost customer acquisition.
Read their storyDesign for personalised customer experiences
At W5, we believe that creating great customer experiences is the platform for transforming your business, its culture and shifting perceptions.
We are uncompromising in designing within a framework that places the user at the centre. So much happens digitally these days but experiences and transformations don’t only happen in the digital space. Strong experiences must seamlessly span the digital and physical worlds. We believe that personalisation at scale is possible and that new technologies are enablers to achieve this.
Whether a small change or large transformation we follow a human-centred, customer experience design approach, built around empathy and understanding, diagnosis and challenge definition, ideation, prototyping and testing. We provide support at every step to drive satisfaction and create connections - both online and offline.
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Clients we've helped
We helped AIB Merchant Services to significantly reduce churn by rolling out our award-winning customer-centricity programme.
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We worked alongside Allianz supporting the development of a road map to customer centricity.
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We've worked with Gas Networks Ireland since 2007 measuring their performance and providing the insight that led them to deliver an award-winning service.
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The W5 team coached and trained ESB Networks in CX strategy and implementation to help them overcome key challenges and identify opportunities to improve experiences.
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Our customer journey mapping for Dublin Bus put its customers at the centre of operations and helped to breed a unified customer-first culture.
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By focusing on the voice of the customer, we enabled Jameson Whiskey to understand the impact of its visitor experience and boost NPS.
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Our CX strategy design and customer feedback programme helped eir to improve NPS, reduce churn rate and boost customer acquisition.
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By mining data to unveil deep customer insights, we helped Norwegian to address key customer issues, leading to the airline winning a Best Customer Service award.
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We designed and built a VoC programme to help Irish Water better understand customer behaviours and carry out continuous CX improvement initiatives.
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Start the conversation
Get in touch with the W5 team about customer experience management or chat with us online.