Putting your finger on this thing we call ‘customer experience’ is not easy. The customer experience can be anything from the fleeting satisfaction of a successful Google search to the transactional trudge of a long-term support contract, and all points in-between. Our business touches most of those experiential points.
So when we’re creating products and services, we consider the whole lifecycle of customer value, turning our gaze to every element of the experience. We don’t just look at the product in isolation, we work on the customers’ emotional engagement with the experience by examining behaviour analytics.