Research & Analytics
Strategic Communication
Business Consulting
Research | Communication | Consulting
Research for insights.
Communication for impact.
Strategy for sustainable businesses.
We are a team of researchers and communicators with an entrepreneurial mindset, global exposure and a strong sense of ethics.
Our combined experience spans banking, chemicals, consumer goods, hospitality, media, telecom and transportation sectors.
We have a deep understanding of client businesses and invest in our relationships before expecting a return on our efforts and expertise.
CXI: An Immersive Model of Customer Experience
Customer Experience = Customer Journey + Market Journey
Conventionally the customer journey maps the touchpoints on the route managed by your organisation, even though we know that the customer continues the journey in the broader market. A much longer and complex route, involving numerous interfaces and interactions beyond your control.
Our challenge therefore is to track the customer throughout the CXI cycle of customer+market journey, instead of limiting our view to the proverbial tip of the iceberg. Thus create more opportunities to learn about the customer, plan our interventions and design our communication.
Maybe not control but along the way we can strongly influence customer perceptions to remain salient, gain positive mindshare and expect profitable outcomes.
BTW numerically CXI translates to 111- our view of prioritising the three stakeholder groups all at once!
