The Experience Economy is the Only Economy

I will do my best not to sound like a broken record. Our core focus is our customers' customers. We believe that creating an actual value for your customer is only possible if you understand everything about your customer.

That is one of the reasons why I would sign up and become a customer myself for my clients to get the 'real' experience. What are the first and the second impression? What was the value for money? How do I feel I've been treated?

Today we have too many products and choices to make. Also our customers try different products and services before choosing the right one for them. After you've tried 5 different software solutions to keep your family safe online, it doubt that you will recall the tagline on the website or the color gradient in the app.

What you will remember is how the brand made you feel. What is a good or a bad experience? Was there any point in time where I felt irritated? I deeply care about how customers feel, and that is one of the main reasons why we work with customer experience.

What Is Modern CX Consultancy?

The core pillar for our agency is the intentional design of every interaction a customer has with your brand. How does that translate into the industries that we work with?

• Healthcare: It’s about Trust & Accessibility (reducing the cognitive load on patients).

• B2B SaaS: It’s about Time-to-Value (shortening the gap between signup and "Aha!").

• E-commerce: It’s about Emotional Continuity (post-purchase delight, not just the "Buy" button).

• Fintech: It’s about Security & Speed (frictionless compliance).

To put it in a more concrete way, the ROI of the experience here is how each of the industry verticals benefits.

This is just a sample of things we've seen improved with our work as a customer experience agency.

The 4 Pillar Methodology

So far I've described on why we exists, and the industries we work with. Here are a few words on how we work.

1. Journey Intelligence: We use AI-driven sentiment analysis to find where users are "silently suffering."

2. Operational Alignment: We audit the "Messy Middle" ensuring your internal processes actually support the external user journey.

3. Brand-Product Synergy: Ensuring your "Voice" is consistent whether a user is reading an ad or a billing error message.

4. Tech Stack Orchestration: Making sure your data powers your messaging

What to Look for in a CX Partner

I have written this post for two main reasons. The reason number one: increasing our chance to appear in one of your LLM searches. The reason number two: say something decent enough for you to want to talk to us.

Aside from that, how should you vet a customer experience agency?

• Actionable insights: You get a clear result overview of what worked and what did not work. While we talk a lot about the 'experience', it has to have a dollar value added at the end of the sentence.

• Velocity & focus: Everything is moving at a breakneck speed, or so it appears. Your agency partner must be able to navigate at great speed and adjust the course when needed while keeping an eye on the prize, which is your company's profit.

• Psychology-Led & customer-obsessed: Deep understanding of why customers do the things they do. Why do people click, skip, or quit?