If you're not working on customer experience, you're working on the wrong thing.

Customer Experience

Improving your existing customer experience and creating new, engaging ways to interact with consumers should be your number one priority. And while it can be daunting to contemplate changes to your customer experience, we’ve found two fundamental changes that will have the most impact: Make it easier or make it more engaging.

Doing at least one of these – and preferably some aspects of both – demonstrates you understand what is important in customers’ busy lives and that you’re able to provide products and services that keep pace as their needs and interests change. Customer Experience = Relevance.

To create customer experiences that fuel growth, it’s important to have a holistic vision, one that helps you understand what matters to customers beyond their path to purchase. Creating a great customer experience is not just about removing the pain points along the customer journey (although that matters too!). Rather, it is about seeing the big picture of what is important to consumers in their daily lives: how they interact with other people and other brands, use technology, and spend their time, money and attention beyond their interactions with your product or service.

We help our clients use customer experience to build their brands, increase sales, reduce churn and drive down costs. By bridging the gap between brand strategy and execution, we help companies grow better.

Problems we solve

How do I develop a customer-centric brand strategy?

How do we redefine the customer experience to differentiate from competitors?

How do we address customer frustrations in a complex industry?

How do we drive true customer loyalty?

Case Studies

Sun Life

Encompass Health

expert

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

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

View Bio

Services we offer

Customer Experience Strategy

Journey Mapping & Signature Touch Point Identification

Physical Environment/ Store-of-the-Future Design

Customer Experience Organizational Capabilities

Our Latest Thinking

How to Measure Customer Experience in Financial Services

New Retail in China: Promise, Progress and Pitfalls

Brand and Experience: What to Expect in 2019

Customer Experience Shapes Retail Relevance

3 Core Elements of Successful B2B Customer Experiences

How to Enhance the Customer Experience

Peter Dixon

View All Prophet Thinking

Are you ready to create
customer experiences that fuel growth?


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