“No brand intentionally delivers a poor customer experience. The best part of what we do is help clients realise their ambitions.”
Jane ThomasPrincipal Consultant, Measurement
“My favourite part of this job is providing evidence that quantifies the customer experience. Good quant evidence helps our clients make better-informed business decisions.”
James DenholmLead Consultant, Experience Design
“Experiences matter because getting them right makes people happy and happiness is the end goal.”
Janki LaljiSenior Consultant, Visual Design
“Meaningful experiences matter especially when creating designs to help customers make the right decisions.”
Lavelle HurleyLead Consultant, Experience Design
“Great experiences lead to happiness, joy and a sense of euphoria.”
Ben SaundersSenior Design Consultant, Measurement
“A great client experience is about delivering complex data in a clear and compelling way.”
Joris BeetsInternational Director, Service Design & Innovation
“Combine operational excellence and service leadership with the best customer experience… and the sky is the limit.”
Theresa CliffordGlobal Engagement Director
“Great experiences create customer loyalty and trust – get the experience right and drive both value and growth in your customer base.”
Richard ThompsonPrincipal Consultant, Experience Design
“Experience design is taking the highly complex and making it simple - giving people rich and engaging solutions which they will want to use over and over.”
Nicola HutchinsonSenior Consultant, Service Design
“Understanding customer needs and behaviours is fundamental for creating better businesses for our clients. Not only do I enjoy the range of clients I get to work with, but also the different challenges they present to us.”
"Experience matters because bad experiences destroy value."
Sayyid HashmiConsultant, UX Research
“Accounting for the customer’s experience creates a win-win situation. The company gains more engagement from customers and customers feel valued.”
Phil GoadService Design Director & Director of TMT
"It’s only when customers use products and services they come to life. Intimately understanding customer needs, provides the greatest opportunity for organisations to adapt, stay relevant and succeed."
John DumasDirector, Research and Insights
“You have to include the customer. Or design decisions are just someone's opinion. Evidence based experiences matter.”
Maha AlkhalawiSenior Consultant, Service Design
"Customer experience has always existed in its raw form, but only relatively recently have we given it the attention it deserves as the driving force behind a successful business or entity."
Nimrah KhanAccounts Assistant
“A good experience can improve a customer’s engagement with a brand, product or service. A great experience can excite a customer about a brand, product or service.”
Tobias MiseraManaging Consultant
“I believe that a positive customer experience is vital to the success of any organisation, service or product and that brands get the customer responses (good or bad) they deserve.”
Suzanne HutsonLead Consultant, UX Research
“I love conducting user research, because I get to observe first-hand the power of UX to make or break customer relationships. Great user experiences excite people, and engender trust and loyalty.”
James WigginClient Director
“In a commoditised world an experience is all that stands out. Make it good and people are loyal, make it poor and they’ll desert.”
Anna MurtonMarketing Manager
"Engaging with your customer’s experience is the key to making meaningful and personalised solutions a successful reality."
Jon StephensDirector of Consultancy
“Combining customer insight, commercial analysis and great design with an iterative, lean start-up approach is the best way to develop experiences that matter – for customers and our clients.”
Rita SokoraiSenior Consultant, Business Design
“Emphasising customer experience is a great way to create sustainable, competitive advantage for core business, and create growth from new businesses that delight customers and capture value for the company.”
“Really meaningful experiences help people make better decisions. That’s the heart of financial services. It matters.”
David LoughlinPrincipal Consultant, UX Research
“Successful products and services are built on a deep understanding of user needs and problems. Experiences matter because they are the tangible moments that bring solutions to life.”
Hammad KhanHead of EY-Seren MENA
“Spending my life understanding what people want/need and helping organisations create products and services of meaningful interaction matters immensely to me. And hopefully our work matters to them too.”
Adam BradleySenior Consultant, UX Research
“I advocate that challenging existing assumptions about users and gaining a deep understanding of their needs and behaviours is vital to create experiences that are simple, exciting and compelling to use.”
Sarah CunninghamHR and Recruitment Advisor
“Customer experience matters because good experiences improve customer happiness and loyalty, and the value of an organisation.”
James GrantLead Consultant, Experience Design
“Experience design touches and shapes our lives everyday and is often the difference between the failure and success of a product. Creating experiences is very fulfilling to me; I know what I do matters.”
Roisin O'BrienManager, Customer and Digital
“Customer Experience matters because it creates the foundation for a truly customer centric organisation, that will in turn drive customer loyalty, advocacy and revenue generating behaviour.”
George NuttingConsultant, Visual Design
“Customer insight is at the heart of every project. This means that everything I design is based on evidence, and that matters.”
Linda StephensConsultant, Experience Design
“First impressions last. Our role is to make them count, to create something that really connects to a customer’s needs and deliver an experience that will make them want to keep coming back.”
Yannis MasourasLead Consultant, UX Research
“Crafting the optimal user experience requires knowledge of what your customers want most, and what your company does best. Then focusing on where these two meet.”
“Digital may be reshaping the world around us, but to really make a difference - to create a meaningful experience - you have to leave technology at the door: It’s still all about people.”
Noemi MasPrincipal Consultant, Service Design
"Having a customer experience that is effortless and enjoyable means that someone is working really hard at ensuring the experience looks like they are not working hard at all."
Guy SimpsonConsultant, UX Research
“Including customers in the design process creates empathy. An empathetic approach surfaces real needs, and helps businesses meet them to craft experiences that matter.”
Anna HerdmanBusiness Design Lead
“If we create something without a good customer experience we’ve failed before we even started.”
Shean MalikPrincipal Consultant, Service Design
“Designing innovative experiences allows us to have a positive impact on society. We should do it right.”
Dimitri BertiLead Consultant, Service Design
“Experience is how a brand unfolds its undeniable truth. Behind every promise there is a story revealing what a brand really is, and what it genuinely does for the customer. What ultimately matters.”
Ikshit NigamPrincipal Consultant, Measurement
“Customer experience is probably the only sustainable competitive advantage a brand can have. Brands who know this, become known.”
Alastair CottrillPrincipal Consultant, Business Design
“Every business exists to create a customer. And experience is the centrepiece of this – defining how you fit within your customers' lives, and providing the anchor for the design of your organisation.”
Stephen CowburnHead of Video
"Every user journey is a story. If we really understand these stories and we know how to explain them to others, we can start to change services, experiences and products for the better."
Serge IsakovConsultant, Business Design
“Relationships that last are defined through meaningful experiences. By understanding our experiences, we can innovate and deliver long lasting value that is greater than the sum of its parts.”
Joel BaileyManaging Consultant
"A good customer experience creates the conditions for profitable customer behaviours. We use good design to create propositions customers want, and multichannel services that are easy to use."
“I love looking for patterns in human behaviour. Finding out people’s real needs and requirements and how we can make their experience easier, better and more intuitive.”
Oliver ShreevePrincipal Consultant, UX Research
“I believe placing the customers’ experience first is vital, and taking this approach for our financial clients makes sure their customers are empowered to not just make day-to-day decisions with their money, but better long term life plans.”
Hannah PittsConsultant, Service Design
“Experience design shouldn’t be about fixing problems. Well designed experiences minimise the potential for problems happening, and give people what they want and need"
Victoria SalterChief Financial Officer
"A positive customer experience fosters brand loyalty and increases sales. The best way to secure the financial success of a business is to secure the satisfaction of its customers."
Matt MilliganSenior Consultant
"Customers should be treated like special guests at a party; with all their needs attended to. It is our job to help businesses make that reality."
Sarah BakerSenior Producer
"Through deep customer insight and understanding, we can provide the best possible experience. This builds stronger relationships, enabling ongoing synergy across every project, every time."
Billie Anderson-WainePrincipal Consultant, Service Design
"Great services are born when we understand what resonates with customers, recognise what will deliver business value and focus on the employee experience of those delivering it. That’s the sweet spot."
Michael Von der GeestPartner
"Obsess about the customer experience. Remove friction, provide inspiration, and use data to make decisions."
Paul HunterDirector, Retail Experience
"How we feel about a brand or product is no longer defined by what they tell us they are. Our opinions are formed through our interaction and experiences with them"
Chris ThelwellUX Practice Director
“Caring about the customer and the outcome they desire is the true measure of a great experience.”
Victoria RogersPrincipal Consultant, Research and Insight
"A deep understanding of needs is core to creating a customer experience that’s relevant and meaningful within the context of people’s lives – and enables business to innovate and stand out against the competition."
Suzy HoggLead Consultant, Service Design
"Customer expectations are higher than ever and organisations need to adapt quickly to stay relevant. Focusing on putting customers and users first is paramount, and a key differentiator."
Tyrone Barton-RobieJunior Consultant, Visual Design
"When encountering any brand; every touchpoint within the customer's interaction is designed to deliver thoughtful experiences to ensure upmost satisfaction. Creating a lasting positive impression is a joy to deliver."
Matt GoodacreSenior Consultant, Research and Insights
"Human experience is messy, complex and emotional. Untangling this messiness provides an essential understanding of how different people experiences the world, and the structures and relationships that underlie their interactions"
Anya ZeitlinConsultant, Research and Insights
"User research and evidence based design are the foundations of great customer experience. And great customer experience generates value for businesses and consumers alike."
Shane RooneySenior Consultant, Customer and Digital
“Experience is the most valuable non-tangible asset you have, it is the gateway to your customer/users hearts and meeting or exceeding the customer/users expectations will prove the success of your product or service!”
Briar HollandConsultant, UI Design
"All design decisions must be based on customer insight to provide a meaningful and helpful experience."
James FowlerLead Consultant, Business Design
"Putting customers at the heart of your organisation is the easiest thing to say and the hardest thing to actually do."
Cordia LewisHead of Government
"Even in the digital age, people are still at the core of designing the most innovative and intuitive digital services for the customer. We can help you deliver the quality digital experiences customers need and expect."
Bedford ThomasHR Director
"We can only deliver a great service for our clients, when we provide the highest levels of employee experience."
Victoria O'CallaghanLead Consultant, Service Design
"We’re all customers. Our experiences as customers are woven into our lives, becoming part of our personal stories, so it’s vital to design experiences which live up to this responsibility."
James CowderyPrincipal Product Manager
"We design useful products that serve user needs and enable brands to meet the expectations of the modern customer."
Lauren OttawaySenior Consultant, UX Design
"Understanding the needs and perspectives of our customers is crucial for the design of useful, relevant, and meaningful experiences."
"Our ability to visualise our clients’ complex concepts using illustration and animation is a core part of our ability to create change."
Michael OmodeleIT Support Engineer
“Experiences shape the way we think, act and approach everything. Creating a positive experience can surely only lead to a positive outcome”
Danny JenningsLead Tech Product Manager
"The best products make the customer the hero of their story, and the problem that they face the villain."
“Clear communication with customers is a key component of a good experience. Animation is a great tool to translate complex concepts into attractive, simple messages.”
Mubine DinLead Tech Product Manager
"Customers are transforming faster than we are. Don’t find customers for your products, find products and experiences for your customers."
Anna HristovaLead Tech Product Manager
"Successful products solve real world problems. Understanding the customer and their context is central to understanding the problem and creating a desirable solution."
James LennonDirector of Product Technology
"If you make customers unhappy in the real world, they tell 6 friends. If you make customers unhappy online, they tell 6,000 friends. Digital customer experience can’t just be good, it has to be legendary!"
William GurneySenior Software Engineer
"Combining meaningful products with thoughtful, effortless technology provides individuals with an experience they are free to shape."
Matt RobbinsSenior Consultant, Product Design
“A clear understanding of context and underlying customer needs, when designing products, puts us in the best position to deliver meaningful experiences, whilst driving acquisition, retention and growth for the business.”
Sarah UthayashankerConsultant, Service Design
"A great experience is so simple and rewarding that it becomes the customer’s go-to service, and makes its home within their wider sphere of getting things done."
Gary KerruishManagement Accountant
“Customer experience is a key aspect of any business, as the experience is the driver for customer retention and brand loyalty. Providing a good experience the platform to demonstrate the values we live by as people and businesses.”
Daniel CasariSenior Consultant
“The only point of differentiation in the digital age is the customer experience itself. Businesses that recognise this achieve a sustainable competitive advantage over their rivals.”
Vinny RyderVisual Designer & Animator
"A great customer journey makes for a great story. Using visual design and animation we bring clarity and transparency to these stories, so that companies can really connect to what their customers are saying, thinking and feeling."
Lee HeroldJunior Consultant, Service Design
"Service providers benefit from clever, well-designed experiences. They provide key advantage to competition and provide solutions to problems customers haven’t even detected yet."
Paul NugentSenior Consultant
"Understanding your customer is key to creating exceptional experiences. Consumers share more data than ever before. With this comes an expectation for businesses to deliver meaningful experiences that add value to every customer interaction."
Emer O'KellyManager, Customer and Digital
"Customers demand and expect experiences that are created from their insights, supported by design, and brought to life by exceptional products and services. Simple!"
Jason BuckPrincipal Consultant, Service Design
“No matter the business, the tech, the systems or where in the world … it’s all about the people. Find out who they are and what they’re trying to do, then you can build a better business your customers love and achieve your objectives.”
Carolina CissowskiManager - Customer & Digital
“Customers have higher expectations today than they did yesterday. Together with the development of new technologies and the changing attitudes of consumers, a stellar customer experience is only going to become more important.”
Ciarán MylodSenior Consultant
"Great designs, and the service and products developed by it, are truly timeless and universally appreciated. Great design will inspire future generations to strive to improve using these designs as benchmarks."
Anna BelzLead Consultant, Business Design
We help organisations put their people and customers at the centre of everything they do. It allows us to answer fundamental questions like, ‘how do we create value?’ and, ‘how is that value realised through the experiences we design?’
Rachael CorcoranSenior Manager
“Excellent Customer Experience gives a warm glow of satisfaction for both customer and company.”
Nathan EyersPrincipal Delivery Consultant
"A good customer experience should be effortless, timeless, and utterly satisfying. These are delivered through digital activations, meaningful design, and a good old-fashioned sense of care."
Ella KingProduction Assistant
"Providing a good customer experience benefits both the company and our clients - there are no downsides to building outstanding customer experience."
Para MullanOperations Director
"When I have a mediocre customer experience, I say nothing to others. When I have a poor experience, I often grumble. And when I have a positive one, I sing the provider’s praises."
“Informed individuals make better decisions. Their experiences shape the journey of their decisions, and that is why customer experience matters.”
Will ShawPrincipal Consultant, Service Design
“Experience makes up people’s lives. Delivering products and services without understanding your customer risks frustrating, confusing & ultimately losing them… and who would want to do that?”
“Good customer experience is the art of successfully designing solutions arising from customer needs or emotions in order to increase satisfaction, loyalty and advocacy. Organisations that fail to understand its importance will be disrupted.”
Shivaali AcharyaSenior Consultant, Customer and Digital
“Customers are human and designing for humans means engaging real people. A human-centric focus removes guesswork and creates joy in the overall customer journey.”
Paul ThurstonPrincipal Consultant, Service Design
“Well executed services that result in positive customer experiences are achieved through a combination of well-designed touch-points, targeted investment and a motivated workforce.”
Kieran ShahJunior Consultant, UX Research
"A poor customer experience is an inaccessible one - it excludes many and creates friction for the rest. We create good customer experience so that all can be included and have value added to their lives."
Sarah GrieslerConsultant, UX Research
“By altering the customer experience of products or services we are affecting people’s relationship with the world they live in. It’s our responsibility to make sustainable yet flexible improvements.”
Haseeb WarraichJunior Consultant, UX Research
"Human interaction with a product or service is nuanced and specific. To provide a great customer experience, it is very important to find that out through thorough research."
Susan O'SheaManager, Customer and Digital
“Experience matters because good is no longer enough. Customers want experiences that exceed their expectations. Get it right and you have the power to change people’s lives and transform companies.”
Minzi KangJunior Consultant, UX Research
People will always surprise you in the way they think or behave because they've all had different experiences. Businesses that pay attention to people’s experiences will set themselves apart.
Join the team
We are always looking for new people to join our rapidly expanding team. We would love to hear from practitioners in data analysis, customer insight, innovation and service, product, business or interface design.