How we deliver RoCX®

We call it RoCX - Return on Customer Experience

By always boosting business intelligence with creative input

By using cutting edge data science for a better impact, higher hitrate and smooth scalability

By partnering with our clients for the long term

Designing strategy and leading transformation

Don't try harder. Try smarter.

Recent studies show that companies, who understand that CX design is a top-management issue have outperformed their competitors in most financial metrics. These companies are purpose-driven, have combined CX design and business leadership through a bold, customer centric vision, which is clearly embedded throughout the organisation.

  • Defining our purpose
  • Co-creating a vision
  • Defining our customer experience strategy
  • Strategy design sprints
  • Participative strategy processes
  • Cultural transformation
  • Customer centric leadership
  • Creating a culture of co-creation
  • Internal capabilities building
  • Employee and culture research

Your top 5 business challenges we help to solve

What is our purpose and future vision?

How to create a winning customer experience strategy and prioritise the investments?

How might we become more customer centric and driven as an organisation?

How do we design engaging employee experience strategies?

How do we improve our creativity and productivity with Design?

Improving CX and innovating new forms of service

Staying relevant is staying ahead.

The competition in customer experiences is increasingly fierce, and the need for staying relevant in the eyes of your customers has never been as important as it is today. Offering great customer experiences is directly linked to customer satisfaction, increased advocacy, and customer loyalty.

  • Design of new services and service offerings
  • Design of new business models
  • Re-designing existing services
  • Rapid testing and implementation of products and services
  • Advanced conversion analysis

Your top 5 business challenges we help to solve

How can we improve and measure our customer experience?

How do we design new services that our customers want and need?

Which products and services (in our offering) provide the most value to our customers and why?

How should we be serving our customers in order to offer a great customer experience?

What does the customer journey look like and what are the moments of truths?

Advanced customer insight and research

Make yourself part of the problem.

Empathy is the key to understanding your customers’ true needs and motivations. It is also the starting point for designing desirable and relevant services that provide value. Actionable customer experience insights allow you to prioritise investments that will continuously improve your customers’ experiences and make your company stand out. Advanced analytics are needed for understanding and validating the customer experience as well as the business impact in larger scale.

  • Action oriented ethnographic research
  • Primary and Secondary research
  • Human-Centric (need-based) Segmentation
  • Product and Pricing research
  • Market and Strategy research
  • Competitor Analysis
  • Futures & Trend research
  • Employee Experience and Culture research
  • Experience KPI and data source identification
  • Advanced conversion analysis

Your top 5 business challenges we help to solve

What are the key drivers for customer loyalty?

How does our business landscape and opportunities look 5 years from now?

Which segments are most lucrative and support our growth and profitability?

What are the key value driving features of our product/service?

What are the competitive edge elements of our business and brand?