Transform the customer experience. Drive business results.

Excellent customer experience begins with an expansive understanding of the customer their needs, behaviors, and motivators— and the multitude of touchpoints they have with your company. Everything from employee engagement to customer service to the nature of your brand online and off impacts experience. Digging deep to analyze and interpret the things that matter both now and in the future and then putting it all together to form rich, impactful experiences with customers are what drive business results.

We roll up our sleeves up alongside clients to tackle their customer experience challenges. Our approach is built to yield tangible results, with a long-term view of the business in mind from implementing a CX strategy and framework, to mapping the customer journey, to implementing improvements across the organization.

Our Customer Excellence services include

  • Customer experience assessment, strategy, and road mapping
  • Customer insights, research, and VOC programs
  • Customer experience design and prototyping
  • Customer-centric culture development
  • Digital customer experience strategies
  • Product/service design and realization

Our Approach

We believe an organization’s customers — and their employees — are its most valuable assets. It’s difficult to deliver customer excellence if employees are not engaged, or if they lack a complete understanding of how to deliver on customer needs. Our approach drives innovative customer experiences by igniting and engaging the employee base to define, design, create and measure a customer-centric culture. We believe that the entire organization needs to understand and rally around their role in delivering on the CX strategy — from marketing to IT to human resources and beyond. Some of the very best ideas for amazing customer experiences come from the minds of front line people who interact with customers every day. We harness their creativity and knowledge to develop strategies and frameworks that look across all channels to provide connected experiences. Our approach ensures employees step out of their day-to-day, internal mindsets and departmental silos to see their brand from a customer’s perspective. We define and prioritize key experience improvements that are tied to “critical moments of truth,” all to help our clients gain and retain loyal customers while driving long-term business results.

Featured offering

Engage Your Employees with CX Quick Start

Our 6-8 week workshop is designed to create a comprehensive customer journey map and CX roadmap by leveraging engaged employees to participate in the effort.

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Danyel LaGow

Practice Director, Customer Excellence, CCXP

Danyel is an experienced customer experience leader and Certified Customer Experience Professional (CCXP), helping guide enterprise-wide teams in the technology, healthcare, and insurance industries for more than 16 years. Her approach is dedicated to customer experience—working with organizations to build strategies and frameworks that put the customer squarely at the center. She is passionate about helping her clients crack the status quo to meet the needs of their customers in new ways and engaging employees along the way to foster a customer-centric culture. When she’s not creating customer excellence, you’re likely to find Danyel with her family, volunteering with her kids’ activities, or finding ways to enjoy the outdoors in the sunshine.
Read more about Danyel LaGow

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