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Pioneering behavioural science and biometric technology to improve customer and employee experience.

Read how we delivered a 22:1 ROI from customer experience

CX Lab 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 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 and employee experience. By using biometric and ethnographic research we understand what truly happens to customers and where you can make the biggest difference.

CX Lab Tripping Point video

How we improve your customer and employee experience

Insight

Our research methods use behavioural science to go beyond opinion surveys to find out your customers’ unconscious, emotional and physiological response to your products and services. Find out what truly influences customer and employee decision making and behaviour.
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Design

Our unique insight provides the foundation for the design of the optimal customer experience. We use Design Thinking methodology and behavioural science to create innovative experiences. Our behavioural platform allows for rapid testing and real-world results that are then implemented with confidence.
 
 
 
 
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Implementation

We implement the design across your people, process, product and place. Our leaders in behavioural science work with you to optimise digital and physical experiences. Our experts deliver world-class training that inspires change, and we work with your leaders to embed the customer experience into the culture.
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Brands we have worked with

  • CX Lab - customer experience consultancy, Honda logo
  • CX Lab - customer experience consultancy, Virgin logo
  • Bupa Logo
  • National Lottery logo
  • CX Lab - customer experience consultancy, TUI logo
  • CX Lab - customer experience consultancy, Estee Lauder logo
Read our detailed case studies on how we delivered a 22:1 ROI

Get in touch and discover how behavioural science can improve your customer and employee experience

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    CX Lab Ethics

    These things are important to us

    Science

    We believe evidence based science is far more powerful and predictive than opinions alone.

    EX+CX=£

    Your employee experience creates your customer experience which in turn brings commercial returns; it’s all about the power of humans to deliver great experiences.

    Exploring

    Constantly exploring the latest thinking, scientific research and new ideas in order to bring the best solutions to clients.

    Improving

    We aspire to leave people and places better than we found them and we absolutely love working with clients who place their people and their customers at the heart of what they do.

    CX Lab News

    Behavioural research is more important than ever

    June 3rd, 2020|

    Behavioural research is more important than ever. You don’t need us to tell you that customer behaviour has changed over these last few months. Queuing outside supermarkets, increased online shopping and social distancing have changed

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    Voice of the customer is just scratching the surface

    February 27th, 2020|

    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

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