Gary WhiteChief Operating Officer
“Truly understanding customer needs will help companies improve not only the buying experience but also their bottom line.”
James DenholmSenior Consultant, Experience Design
“Experiences matter because getting them right makes people happy and happiness is the end goal.”
Connie O'DonoghueOffice Manager
“Putting human experience at the core of business allows us to craft services and organisations that are loved by users and employees.”
“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.”
Lavelle HurleySenior Consultant, Experience Design
“Great experiences lead to happiness, joy and a sense of euphoria.”
Janki LaljiVisual Designer
“Meaningful experiences matter especially when creating designs to help customers make the right decisions.”
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.”
"Experience matters because bad experiences destroy value."
Nicola HutchinsonConsultant, 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.”
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."
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.”
Anna MurtonMarketing Manager
"Engaging with your customer’s experience is the key to making meaningful and personalised solutions a successful reality."
John DumasDirector, Research and Insight
“You have to include the customer. Or design decisions are just someone's opinion. Evidence based experiences matter.”
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 HutsonSenior 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.”
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.”
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.”
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.”
Adam BradleyConsultant, 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.”
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.”
James GrantSenior 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.”
Mahafozur ChowdhuryManagement Accountant
“Experience matters because without it there’s no real knowledge. Nothing is ever a waste of time if you use experience wisely, that’s one of the key components to own everything you do.”
Sarah CunninghamRecruitment Operations Coordinator
“Customer experience matters because good experiences improve customer happiness and loyalty, and the value of an organisation.”
George NuttingVisual Designer
“Customer insight is at the heart of every project. This means that everything I design is based on evidence, and that matters.”
“Really meaningful experiences help people make better decisions. That’s the heart of financial services. It 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.”
“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.”
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.”
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 MasourasConsultant, 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.”
Noemi MasPrincipal Service Designer
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 HerdmanSenior Consultant
“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 BertiSenior 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 IsakovBusiness Designer
“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.”
Ozde KaratasSenior Consultant, Research and Insight
Customer experience is not only ‘the buying experience' anymore. It is about continuous interaction. Brands providing excellent service throughout all interactions and delivering engaging experiences will win the customers’ hearts
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.”
Anna NageleBusiness Design Consultant
The experience is the story-world you create around your products and services - if you do it well it incites curiosity, attracts customers and helps them realise their ambitions and purpose
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
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.”
Rob AtkinsonEY Partner, Head of Digital for UK&I Advisory
"As consumers, most people want experiences that are personalised, simple and fun. Yet, most people have no idea how to turn 'customer centricity' from a concept into a measurable reality. We know how to do that"
Hannah PittsService Designer
“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"
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.”
Billie Anderson-WainePrincipal Service Designer
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.
Mick AngelPrincipal Service Designer
Digital and de-centralisation creates an explosion of ideas. The pace of change is still growing and yet we are in a period resembling ‘Engels’ Pause’ for technology: it’s going to get very interesting
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
Matt GoodacreConsultant, Research and Insight
"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"
"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."
Tyrone Barton-RobieVisual Designer
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.
Anya ZeitlinDesign Consultant, Research and Insight
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!”
James FowlerBusiness Design Consultant
Putting customers at the heart of your organisation is the easiest thing to say and the hardest thing to actually do
Briar HollandUI Design Consultant
All design decisions must be based on customer insight to provide a meaningful and helpful experience
Bedford ThomasHR Director
We can only deliver a great service for our clients, when we provide the highest levels of employee experience
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
James CowderyPrincipal Product Manager
We design useful products that serve user needs and enable brands to meet the expectations of the modern customer
Lauren OttawayUX Design Consultant
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.
Victoria O'CallaghanSenior 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."
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.
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”
Kulraj SmaghDirector Product Technology
"Creating great technology product starts with falling in love with the customer’s problem and a deep curiosity to understand the art of the possible and building it! Ship it!"
Paula CarlisleProduction Manager
Building strong relationships and creating pleasant customer journeys is an important part of the customer experience. One way to achieve this is through great planning and direction.
Danny JenningsSenior 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 DinPrincipal 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 LennonPrincipal Software Engineer
"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 GurneyConsultant Software Engineer
"Combining meaningful products with thoughtful, effortless technology provides individuals with an experience they are free to shape."
Sandra MurphyDesign Consultant, UX Research
Assumptions alone won’t create a great customer experience; an evidence based approach involving real users will.
Matt RobbinsSenior Product Designer
“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 UthayashankerService Design Consultant
"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.”
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.