W5 is Ireland’s leading full-service customer experience consultancy. We join the dots so that you can develop excellent customer experiences that distinguish your brand and grow your business.
Our name, W5, comes from one of the tools we use in our work: ‘five whys’. It’s an easy and effective way to get to the root of a problem and, with that understanding, to come up with the right solution.
W5 was established in 2001 by Roddy Rowan and Gary Joyce, co-founders of Genesis, a management consultancy specialising in brand and business strategy. Inspired by a customer experience programme from Columbia University and recognising digital technology as an emerging trend, they devised a way of using the internet to measure how customers experienced brands in action.
W5 was the first company in Ireland to specialise in voice of the customer (VoC) measurement and use the internet as a research channel. We continue to lead the field in VoC and use the latest software and technology to power customer experiences.
Our expanding team of smart people is dedicated to helping clients create great customer experiences. Together, we’re expert in customer experience, voice of the customer implementation, insight development as well as advanced data analytics and visualization. We are members of the Marketing Institute, the Marketing Society, AIMRO and ESOMAR. Our project leaders are listed below:
We believe in working with the best people and using the most appropriate technology on every project. We have a number of associates who specialise in voice of the customer technology. In particular, we enjoy a close working relationship with Confirmit whose sophisticated customer experience software platform leads the field in enabling data collection, analysis and reporting.
We also have a number of expert associates in market insight, strategy, design, communications and change management, including our sister company, Genesis.