Our mission is to design omni - experiences that are responsive to the user and the environment, able to shape-shift and renew themselves to remain relevant. Some ask us to transform their organization and their culture so they can become more innovative and get user-centered products to market faster. Some seek to improve their engagement scores.
We use the magic of our combined skills to tackle our clients’ challenges. We are no consultants nor another technology solution. We are a bunch of smart people bridging strategy, brand, technology and marketing with a main focus on customer experience.
CX, CRM, marketing strategy & technology Planning
Defining the right customer experience strategy linked to your purpose and brand positioning. Creating a solid business case focused on key metrics. Inspiring and aligning your executive team.
CX growth, insights & Customer Service design
We help you focus solely on those factors that really achieve customer satisfaction. We use real insight to identify the values that drive customer loyalty and retention and the key actions needed to increase both.
b2b marketing & Trade (tech & content) value proposition
We help you monitor your performance on the key drivers of customer loyalty, and align your technology roadmap to ensures you reward people for the right behaviors and the effort is sustained long term.
employee experience, alignment (branding) & training
Using our own employee experience assessment we look at employee engagement with your brand. We create training to equip employees with the skills and knowledge to deliver a differentiated customer experience.
“You've got to start with the customer experience and work back toward the technology.”
Steve Jobs | Our hero
Origins of Customer Experience
We did not arrive here overnight or even in the past few decades. CX originates from sources as disparate as call center technology and marketing analytics. Clearly, CX will continue to adapt, grow and change in the future. But its origins can help us understand where it is going.
The term customer experience (CX) has taken on a much broader meaning than it once did. Initially relegated to post-purchase engagements and viewed as a cost of doing business, CX is now regularly interpreted to encompass the entire consumer journey. It has emerged from the backrooms of customer support to the forefront. The world of customer experience has progressed from a collection of unrelated disciplines that vary by department and company to a coordinated effort with resources and authority.
How we work
We are a high performing, cohesive team with strong leadership. We collaborate with organisations and often construct combined teams with our clients to help build internal capability, and ensure they retain customer empathy and knowledge within the organisation. We are open, transparent and outcome focussed. We believe in less paper, less slides, less talk and more action. And everything we do is customer focussed, whether your customers are consumers, businesses, partners, or staff, we create business growth through better experiences.
As technology develops, it rapidly changes the way people live, work and play – and their expectations shift just as fast.
Ready for the new era?
Happy clients or partners; as we prefer to call them
We’re constantly helping more and more digital creative teams to get the most from their products, services & people. We are basically nothing without our partners/ clients and the people behind our brand, agency and team. Join our ride, join The Customer Experience Agency ride.
Strategic Technology Partners
We love to come up with ideas and concepts, but since every idea without execution is just any other hallucination, we have to bring it to live. That’s why we are skilled with the most relevant technologies to empower those great customer experience. We curate technologies constantly in our TCXA lab, from marketing-automation, customer service interaction or social listening/ content tools. We scan all relevant touchpoints where people interact and engage with you.
The only thing that inspires us are people and their behaviour. The art of a people is a true mirror to their minds. Let’s be in touch and find out how we can support you in your customer experience strategy. Meanwhile, imagine the behaviour of Lucy, Theodoor, Jack, Lujo, Francis, Ling- Noah, Luke or Leon.
Ling- Noah (71)
12 Professor W.H. Keesomlaan
Amsterdam, NH, 1083 DJ