WT Services CX min

Inspiring the growth of brand preference by creating signature experiences that solve unmet customer needs and deliver business value.

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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 Solutions

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 Work

Sainsbury's

Sainsbury’s Transformation

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

9/11 Day at Home

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

KRAFT ‘super-stretchy’ mozzarella cheese

Hot mozzarella cheese takes over Japan
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An Post

The Shared Network

The world’s first mobile network, created for the homeless.
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HSBC

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 Insights

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 News

In The Press

CX 2021: Importance of Delivering Best-in-Class Experiences

Our CXO for North America Sherine Kazim contributed to a new report on delivering CX.
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In The Press

UX and Clyde's Car Subscriptions

Our Swiss team helped the car brand revamp their CX on their website.
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In The Press

Adweek DE&I Council

Christina Mallon joins the Adweek diversity, equity, and inclusion council
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In The Press

The Hidden Pandemic

Vodafone Ireland Foundation highlights domestic abuse pandemic with a powerful, poignant campaign from Folk Wunderman Thompson
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