CX Strategy & Service Design
Services > Experience Innovation 2 > CX Strategy & Service Design

CX Strategy & Service Design

Through contextual customer research and experience modeling, we build world-class services that unify frontstage (customer) and backstage (employee) experiences — elevating human-to-human connections while enhancing touchpoints that drive loyalty and growth.

World-class experiences are never created in the boardroom. Powerful human experiences require everyone to have a seat at the table and a role in the process — stakeholders, employees, and customers. Understanding the divergent perspectives of these groups helps us isolate behaviors that have enormous business impact, including customer loyalty, retention, spend, and advocacy. We design winning experiences by bringing all the key players together — co-creating experiences that prize user and business impacts equally.

Learn More

Case Studies

Learn more about how our work has energized strategy for global brands, disruptive startups and everything in between.

Healthcare Patient Experience and Patient Segmentation Research for Pfizer
Here's how our ongoing insights work with Pfizer helps them understand patient attitudes and behaviors, and elevate the customer experience in healthcare.
Case Studies

Healthcare Patient Experience and Patient Segmentation Research for Pfizer


How We’re Different

We aren't ones to brag, but here are a few reasons clients enjoy working with us on Experience Innovation projects:

Innovation Framework Backed by Insights


We make sure every innovation pathway we recommend can be tied back into an insight or unmet need, so that you’re designing the products, services and experiences your customers actually want.

Organizational Innovation Stewards


Organizational Innovation is disruptive by nature, and brands have to be prepared to navigate this shift internally. Our organizational change experts prepare and energize you company for what’s to come.

Better Inputs Yield Better Outputs


What goes in really matters. By starting creative work with truly divergent ideas that stretch your brand’s potential, we elicit powerful reactions that reveal new and surprising opportunities to bring value to your customers.

Global Market Research Capabilities


Across 45 countries and 6 continents, we collect insights, ideas and innovative services that inspire us and our clients - here, there and everywhere.

Innovation Framework Backed by Insights

We make sure every innovation pathway we recommend can be tied back into an insight or unmet need, so that you’re designing the products, services and experiences your customers actually want.

Organizational Innovation Stewards

Organizational Innovation is disruptive by nature, and brands have to be prepared to navigate this shift internally. Our organizational change experts prepare and energize you company for what’s to come.

Better Inputs Yield Better Outputs

What goes in really matters. By starting creative work with truly divergent ideas that stretch your brand’s potential, we elicit powerful reactions that reveal new and surprising opportunities to bring value to your customers.

Global Market Research Capabilities

Across 45 countries and 6 continents, we collect insights, ideas and innovative services that inspire us and our clients - here, there and everywhere.