The most comprehensive
Customer Experience Management Framework
anywhere.
Services
Customer Experience Management
Researching, Designing and Managing the Customer Experience at all channels.
Training & Workshops
We provide public and in-house corporate seminars and training in:
- Customer Experience
- Design Research
- Customer Research
- Product & Service Innovation
- UI Design and Usability
What is Customer Experience?
Customer Experience is not CRM, customer service, websites, social media, product usage or any other single channel. It includes all of them, but it is much more. Our definition of Customer Experience is the impression left on the customer though any and all direct or indirect interaction with a company.
Clients
Our clients include leading organizations worldwide in a wide range of industries from financial services to consumer products.
Featured Article
Using Story to Weave Emotionally Engaging Customer Experiences
by David Jacques 4 comments
Using the power of storytelling, organizations can create not only more seamless cross-departmental interactions, but create more emotionally engaging customer experiences.
Recent Posts
New CEM HA Suite Provides Holistic Customer Experience Management
April 1 2012 by David Jacques
Why Mandatory Service Contracts Are Bad For Business
March 30 2012 by David Jacques
Customer Feedback is Still Part of the Customer Experience
February 15 2012 by Mark Marone
The Emotion of Service Recovery
January 19 2012 by David Jacques
Hong Kong Express Airways: A Customer Experience Plane Crash
December 12 2011 by David Jacques