our approach
CustX is a specialist customer led insight and experience design consultancy; focusing on evolving interactions between businesses and customers to drive sustainable and profitable growth.
We do this by merging the offline and online worlds to fully understand how customers interact with a business and use the data generated from these interactions to derive actionable insight and enhance customer experience using customer centred design. Our unique approach helps businesses understand the value of customer centricity in implementing rich customer experiences that deliver rewarding and relevant interactions that drive sustainable and profitable growth.
We define a customer experience using a series of emotional triggers that are set off when a customer interacts with a business. These triggers in turn lead to behaviours, which will have a Positive, Neutral or Detrimental impact on the business concerned.
emotional triggers:
frustration, anger
mistrust, confusion, disappointment
satisfaction, delight
We use these triggers to help develop the customer experience using our customer experience services such as forums and persona development, and design services such as concept creation and full design services. This modular approach allows us to treat each project individually to define the design process, allowing us to deliver a project quickly and cost effectively without compromising quality. We track this process on our unique project timeline, making the whole process transparent to the client.
