My Services
The CX and EX Challenges I Tackle
In today’s fast-paced business landscape, many organisations invest in new products and technologies without fully understanding the customer and employee needs they aim to address. This lack of empathy and human-centred design often leads to a disconnect, resulting in low adoption rates and missed opportunities for growth. Common challenges include: Falling behind competitors Struggling to create a cohesive omnichannel experience Failing to connect with customers or employees due to inadequate measurement and feedback I work closely with businesses to prioritise human-centred strategies that foster genuine connections. My approach ensures that customer journeys and employee experiences are seamless across all channels and that products and processes resonate with the people they’re designed for. If any of these challenges resonate with you, I’d love to discuss how we can solve them together. Schedule a free 30-minute consultation today!
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Let’s Solve Your CX and EX Challenges Together
Every business is unique, which is why I create tailored customer and employee experience solutions to meet your specific needs. Explore a range of services designed to deliver impactful results, foster stronger relationships, and drive meaningful engagement across all touchpoints—both for your customers and your employees
1
CX Strategy & Vision Development
Establish a clear, strategic vision that aligns customer experience with your business objectives. I work with leadership teams to define a future-focused CX vision that drives both growth and customer satisfaction.
Sample Activities
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Facilitating stakeholder workshops to set CX goals
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Conducting competitive analysis to identify CX opportunities
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Crafting a cohesive CX vision statement
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Aligning CX vision with broader business objectives
2
Understanding Customers
Gain a deep understanding of your customers through detailed research and persona development. I help uncover key insights that inform personalised and impactful CX strategies.
Sample Activities
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Conducting qualitative and quantitative customer research
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Creating detailed, data-driven personas
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Identifying customer needs, pain points, and motivations
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Mapping customer journeys to highlight key touchpoints
3
Design Thinking & Innovation Workshops
Utilise Design Thinking to foster innovation and tackle complex CX challenges. I facilitate workshops that encourage creative problem-solving and collaborative ideation.
Sample Activities
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Hosting Design Thinking workshops to address CX problems
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Guiding ideation sessions to generate innovative solutions
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Prototyping and testing new concepts
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Facilitating cross-functional collaboration for a holistic CX approach
4
As-Is To-Be Journey Mapping
Visualise your current customer journey and outline a desired future state that eliminates friction points and enhances customer satisfaction. This service ensures that every step of the journey is optimised for a seamless experience.
Sample Activities
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Mapping current customer journeys to identify friction points
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Defining an ideal future-state customer journey
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Recommending improvements for a seamless transition between touchpoints
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Prioritising key actions to close experience gaps
5
CX Strategy Prioritisation & Roadmapping
Develop a prioritised CX roadmap that aligns with your business goals. I help you focus on initiatives that solve the most pressing customer problems and deliver the highest value, ensuring that resources are directed towards impactful solutions.
Sample Activities
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Identifying key customer pain points and areas for improvement
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Evaluating and ranking initiatives based on customer impact and business value
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Developing a phased action plan to address the most critical challenges first
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Continuously assessing and adjusting priorities as customer needs evolve
6
EX Strategy and Vision
Develop a comprehensive employee experience (EX) strategy that aligns with your company’s culture, values, and business objectives. I work with leadership teams to create a future-focused vision that enhances employee engagement, productivity, and satisfaction, ensuring that employees are empowered and supported at every touchpoint.
Sample Activities
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Facilitating workshops to align EX goals with organisational values.
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Conducting employee feedback analysis to uncover key areas for improvement.
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Designing employee journey maps to address key pain points and opportunities.
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Creating a cohesive EX strategy that integrates with broader business goals.
7
Adoption and Learning Development
Drive successful adoption of products and services through targeted learning and development strategies. By tailoring content and training to user personas, learning styles, and adopter types, I ensure that each learning journey is relevant and engaging, maximising user engagement and effectiveness for both customer and employee scenarios.
Sample Activities
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Designing customised learning paths based on user personas and adopter types
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Developing live-remote training sessions, self-paced content, and in-app resources
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Creating and advising on content that aligns with varying learning styles
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Crafting interactive workshops to engage different user groups effectively
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Implementing feedback mechanisms to continuously refine content and approaches
My Work
Curious about my past work? Explore detailed case studies to see how I’ve tackled CX challenges for other clients or download my portfolio.
Trusted by leading brands to deliver impactful
customer experiences.
