• Customer Experience

How can the customer experience you offer drive uncommon growth?

Across industries, audiences and touch points, how brands choose to interact with those they encounter sets a precedent for whether someone should ever interact with that brand again. And in today’s world of near limitless options, customer experience has become increasingly important as it is what consistently sets a brand apart from the rest.

It might be daunting to think about making changes to your organization’s experience – from employees to customers and more, there are many audiences to consider, many moments in the journey to approach and many channels by which to engage. We’ve found the organizations that move at two speeds – operational excellence and disruptive innovation – achieve the most impact from both a human and business value perspective.

Moving at two speeds requires creating a portfolio of experience moves. These moves span from fixing processes or touch points that are broken in the experience today, to creating incremental improvements to the existing experience, to truly transforming one’s experience in a way that goes beyond today’s expectations to capture new audiences or create new sources of revenue.

We help clients exercise these two speeds across experience strategy, touch point design, service design and product creation engagements to not only delight their customers, but also achieve bottom line results. By bridging the gap between brand and customer experience, we’re helping organizations unlock growth in the face of disruption.

Services we offer:

End-to-End Experience Strategy

Touchpoint Design

Service Design

Product Creation

Case Studies

Problems we solve:

How do we move from experience optimization to true innovation that drives growth?

How do we prioritize the customer “moments that matter” most?

How do we “future-proof” our experience roadmap?

How do we create new digital products that enable market disruption?

Related Prophet Thinking

Grocery Retail in China, Bull or Bear?

Incumbent Meets Disruptor: Staving off Disruption for Your Business

Five Ways to Design Impactful Experiences in Financial Services

“Relevance doesn’t come through branding. It’s built on rewarding customer experiences.”

Chiaki Nishino,
Senior Partner, N.A. Regional Lead

Are you ready to create customer experiences
that fuel uncommon growth?


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