We believe in seeking and uncovering insight directly from customers and stakeholders, and we're big advocates of using data and measurement to guide insight. This steers design, which impacts outcomes and transformation.
Measuring the wrong things leads to bad outcomes, and knowing what and what not to measure, and when, is as much art as it is science.
How W5 mined data to help Norwegian address key customer issues
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.Read their story
Meaningful customer experience measurement
We don't believe in measurement for measurement’s sake - it must support choices, drive action and impact business outcomes through greater customer connections. Too often measurement is focused on the experience itself, rather than how the experience impacts the business. This can create a disconnect between the value of customer experience management and the leadership that decides where, when and in what to invest.
We believe in evaluating the degree of connection between the customer and business, ensuring that the customer experience promotes it, operations support it and business results accrue from it. We develop and implement a CX measurement framework and systems, underpinned by analytics, to translate massive amounts of data and to understand what drives customer’s satisfaction and your business results.
Clients we've helped