Too many experiences fall short of the ambition of the business, and the expectations of customers. We get the ambition and the reality to match.

To get there, we need a holistic understanding of the current experience.

Growth becomes a lot easier when customers like your brand, prefer it even. We help our clients create experiences that will please, rather than frustrate customers. We want our clients to be preferred by their customers, not avoided.

The battlefield is an emotional one - brands must win the hearts of customers, must win the fight for irrational preference, and must be genuinely worthy of a customer’s time and money. Our proprietary methodology ensures our clients win this battle, by providing clarity on what precisely needs to be done, and how to create an experience to be proud of.

We examine every touchpoint in the omni-channel journey to determine solutions for how to organize people, support infrastructures, integrate services, and present communications.

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CX Wij zijn gespecialiseerd in

Holistic, rigorous, in-depth understanding of what your customers really feel about the customer experience.

With freshly uncovered customer needs top of mind, we will examine every touchpoint in the omni-channel journey as it pertains to determining solutions for how to organize people, support infrastructures, integrate services, and present communications.

We use quantitative methodologies to examine everything including search volumes, sentiment analysis, conversion rates and syndicated web analysis.

We use ethnographic research to contextually engage and understand customers with a variety of tools and methodologies including research kits, shadowing and observations.

CX Ons werk

Sainsbury's

Sainsbury’s Transformation

Delivering the world’s largest grocery e-commerce replatform
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9/11 Day
Is onderscheiden

9/11 Day at Home

Getting millions to virtually volunteer during a global pandemic.
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MORINAGA MILK INDUSTRY CO., LTD.
Is onderscheiden

KRAFT ‘super-stretchy’ mozzarella cheese

Stretcheeeese! - How hot mozzarella cheese took over Japan
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STRETCHY & delicious mozzarella cheese thumnail
An Post

The Shared Network

The world’s first mobile network, created for the homeless.
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Folk Wunderman Thompson WORK The Shared Network
HSBC
Is onderscheiden

We are not an island

Re-establishing HSBC’s purpose and values in a changing Britain.
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London HSBC We Are Not An Island Hero

CX Inzichten

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Insight

Experiences Customers Want

Over a fifth of UK consumers feel brands are failing to live up to online expectations.
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Insight

Wunderman Thompson Intelligence

The futures and trends intelligence unit inspiring growth through foresight.
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Insight

The Future 100: 2.0.20

The 25 trends shaping culture, behavior and brands
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Insight

Sofa Sets – Songs to slow the spread

Using data to inspire musicians to band together and help those in need during the Coronavirus outbreak.
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CX Nieuws

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In de media

Pets at Home Group

Our UK office has just won the account to transform digital experience in researching, designing and delivering CX, UX and UI services.
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Christina Mallon
In de media

Visibility of Disability

Christina Mallon shares how she raises awareness, increases accessibility and innovates with brands for people living with disabilities, via Nielsen.
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Red Family master 07 family park HR
In de media

One Family, Two Perspectives

A new campaign from Folk Wunderman Thompson demonstrates authentic family life for Vodafone.
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In de media

New Chinese Creative and Strategy Leadership

Raymond Chin, chief creative officer and Joyce Ling, chief strategy officer, join the agency.
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