Achieving a brand and commercial step change through a CX approach

Featured in Transform Magazine

Eliot Sykes, Managing Partner and Head of Consultancy discusses the role of CX, and how optimising touchpoints can do wonders for a brand.

Do you know a business that delights its users in every interaction? Possibly not… Delivering a positive customer experience sounds easier than it is, and many companies believe they are doing a good job.

However, there’s usually a large gap between consumers’ needs and expectations – and what is actually happening. A CX strategy addresses the totality of a customer’s experience with a brand, over time. Our ethos is that brand and CX should be united rather than thought of as separate entities, with a view to identifying where best to leverage the brand across customer touchpoint and embedding the strategy throughout an organisation.

Read the full article here in Transform Magazine


Contact Eliot Sykes, Managing Partner - Head of Consultancy

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