Insightful Customer Experience
Demystifying the practice of insight and customer experience, no matter the size or industry of the customer.
Proposition
Direct Customers
Providing proven insight and customer experience tools to businesses who want to solve issues and make informed decisions through an improved understanding of customers’ needs, and the identification of where value is created and destroyed.
Associates
Working with associates who want to win and retain customers by extending their customer proposition through the provision of proven insight and customer experience methodologies, without the need to increase headcount.
Our Approach
It starts with why, the customers’ why
In the world of business, the adage “It starts with why” has become a guiding principle for many successful organisations. While it’s crucial for companies to have a clear sense of their own “why,” it’s equally vital to focus on the “customers’ why.”
Focusing on the customers’ why can be transformative. It allows businesses to create deeper connections, enhance customer engagement, and build a loyal customer base. By aligning your products, services, and marketing strategies with your customers’ motivations, you can set your business on the path to sustained success. Remember, it starts with “why” – both your why and your customers’ why.
Our Services
Customer, Competitor, and Market Insight
Understand your customer’s why, within the context of your competitive environment.
Customer Experience Strategy
Creating the roadmap for an improved customer experience, underpinned by a customer focused culture.
Research
Provision of quantitative and qualitative research methodologies to inform business decisions.
Segmentation
Identification of priority audiences and development of customer personas to support growth.
Customer Journey Mapping
Reconstructing the steps in the customer journey, to improve interactions between customers and front-line employees, back-office activity and supporting processes.
Customer Value Proposition
Building on customer insight and segmentation to develop targeted propositions that create gains and overcome pains for your target growth audiences.
About us
Intelligentsia Worldwide
Elevate your customer experience through Insightful Customer Experience’s alliance with Intelligentsia Worldwide. Drawing on their global network, human source investigative research, and competitive intelligence expertise, we gain a unique advantage in understanding the competitive landscape. This collaboration empowers us to stay abreast of trends, spot market opportunities, and optimise your offerings. Leveraging Intelligentsia’s insights, we navigate the competitive terrain, make informed decisions, and deliver standout products and experiences, setting you apart in the market.
Testimonials
Having spent 10 years at SUEZ UK, Owen was instrumental in creating the CX strategy and the supporting voice of the customer programme within a complex business structure, enabling measurement at a divisional, regional, depot and individual customer level.
He successfully created the Insight function providing customer focused insights, including the lifting the lid research series, positioning SUEZ as the go-to supplier for the education sector and assisting in numerous contract wins.
Owen was frequently recognised for his ability to work collaboratively across the business and to create high performance teams through his dedication to nurturing talent, resulting in a ‘Best Companies 3-Star Manager’ award for effective coaching and team development.
John Scanlon
CEO, SUEZ
As Head of Business Insight Owen brought an increased focus on the value of customer insight as an integral part of the business strategy and developed a set of key metrics to monitor and measure their effectiveness in terms of business growth. Key to his success was Owen’s ability to engage at all levels and to devise and deliver internal communications programmes across the company and externally to customers and prospective customers.
Owen has plenty of drive and enthusiasm with highly developed customer experience skills across a wide range of business sectors, great communications, and a proven track record of adding realistic and measurable intelligence to any forward-looking business.
Steve Doig
Director of Marketing, TNT Express
Owen joined Wattbike in early 2021 during an incredibly intense period due to the increase in demand from Covid. Wattbike needed to get back onto the front foot with its customer first approach, gain a deeper understanding of its customers across D2C and B2B, and prepare for future international growth.
Owen prioritised the customer journeys, lifting the customer service team, driving continuous improvement which was evident in consistently achieving the KPIs (TrustPilot, NPS and C-Sat) as well as implementing. Owen also relished his strategic objectives using insight methodologies to develop our priority audience segmentation strategies for product and marketing and evolving our Customer Lifetime Strategy.
Owen is a customer driven, strategic thinker with the ability of getting the best out of individuals and teams.
Richard Baker
CEO, Wattbike
Get In Touch
Get in touch with Owen today and find out how Insightful Customer Experience can help your business.
Resources
Unveiling Customer Insights: The Strategic Role of CIT in Designing Exceptional Experiences
Adopting the Critical Incident Technique is not just a research methodology; it is a strategic imperative for businesses committed to elevating the customer experience.
Unleashing the Power of Competitive Intelligence and Human-Sourced Intelligence
Embracing competitive intelligence, augmented by Human-Sourced Intelligence, is not just a business strategy; it’s a necessity for survival and growth.
Starting with Why: The significance of understanding your customers’ goals and needs
By aligning your products, services, and marketing strategies with your customers’ motivations, you can set your business on the path to sustained success.