Topic

Customer Experience

Every interaction a customer has with your organisation tells them something about what you value. These resources explore how to understand and improve the experience you're creating for the people you serve.

Begin with the Customer Journey Map, and see it in practice in our customer experience work in social housing.

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Tools

Customer Journey Map

A visual tool for tracing the complete customer experience - what they do, feel, and encounter at every stage, and what your organisation does behind the scenes to create it.

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Courses

Training focused on understanding and reducing the effort customers have to put in when they interact with your services.

Customer Experience Training

Better services start with seeing them through your customers’ eyes. We help your teams learn to do that - and redesign around what they find - with training built on your real services.

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Case Studies

An example of customer experience improvement work in social housing - redesigning services around the people who use them.

Customer Experience in Social Housing

A housing association caring for 60,000 residents had invested in journey mapping, customer profiles and resident research - but the data pointed to something the CX toolkit couldn't fix alone. Culture work without CX capability would produce good intentions and no change. CX capability without the culture shift would produce better-mapped journeys that still fell through the same gaps. They needed both.

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You might also explore

Service Design Employee Experience

Let's talk

Let's talk about what you're working on

Whether you're navigating a merger, rethinking how you're structured, or trying to shift a culture that isn't working - underneath, it's the same job: getting the whole organisation pulling in the same direction. Start with a conversation.

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