Specialists in the art and science of turning interactions into great human experiences
Our expertise is in Operations, Customer Research, Journey Mapping & Leadership
We work with Executives of Contact Centres, Operations and Product Experience teams, who want to use customer-centric practices to improve commercial performance and hum* as a team.
Here’s a few things we’ve been working on
ETHNOGRAPHIC RESEARCH STUDY
Finding out what makes great online channel experiences for women aged between 40-55y
STRATEGY, CUSTOMER RESEARCH AND JOURNEY MAPPING
Visualising the customerjourneys and moments that matter to develop a service strategy
FAILURE DEMAND ANALYSIS AND SERVICE BLUEPRINTING
Identifying the realreasons why customers call and where internal systems and processes lead to failure
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Meet the team
Reana Gallichio
Research Advisor
Sean McGinn
Director, Operations and Contact Centre Management
