CX Lab

Scientifically evidenced customer and employee experience


We use the latest behavioural science and advanced biometric devices to understand unconscious and conscious behaviour. This informs the design of the optimal customer experience and employee experience.

We offer a unique approach to customer experience and employee experience. Using the latest thinking and rigour from behavioural science and neuroscience we help clients to deliver measurable commercial returns. We provide unique customer experience research, employee experience, CX insight, CX design and CX implementation, speeches and workshops. Get in touch to grow your business.

Tripping Points

Our unique approach uncovers the Tripping Points that get in the way of the customer experience and employee experience. By using biometric and ethnographic research we understand what truly happens to customers and where you can make the biggest difference.

How we improve your customer experience and employee experience

Find out how to deliver a return on your customer and employee experience

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Our Lab Ethics

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Latest News

Voice of the customer is just scratching the surface

February 27th, 2020|

With 95% of human decisions happening unconsciously (Professor Gerald Zaltman, Harvard Business School), can surveys ever be relied upon to provide insights into customer behaviour? And why are organisations spending £millions on voice of the

Behavioural science – Can a blue room really make a difference to profit?

October 10th, 2019|

Behavioural Science - can a blue room really make a difference to profit? In an experiment carried out on behalf of Honda UK, we created an environment specifically engineered to test the findings of