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.
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Latest News
Voice of the customer is just scratching the surface
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
5 ways to transform mystery shopping
Mystery shopping is not useful! Recently I came across a report from ContactBabel describing how respondents rated the usefulness of various CX learning methods. Interestingly and perhaps not surprising, were the respondents low scores
Behavioural science – Can a blue room really make a difference to profit?
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