Essense

Customer experience excellence by design

Our services

As a service design agency we provide the following services to achieve customer experience excellence with our clients.

Journey roadmap

Designing customer centric services starts with a holistic understanding of customer needs. To achieve this, we engage with your customers to profile their needs, map these on a customer journey, co-create solutions with your stakeholders to deliver a prioritised journey roadmap.

Omnichannel design

Creating exceptional service experiences requires alignment. We create a service blueprint with your teams to align implementation plans and collaborate with these teams to design the service experience across channels from a journey perspective.

Employee engagement

Engaged employees with a customer-centric mindset, tools and capabilities will go the extra mile for your customers. We can assess the current employee experience and help improve engagement through capability building and designing the optimal employee journey.

CX orchestration

Company-wide collaboration on customer experience requires a framework for customer profiling, journeys, KPI measurements and prioritisation of efforts. We can perform a maturity audit, create a CX impact dashboard and setup a governance structure.

How mature is your organisation in terms of Customer Experience?

Try our CX Maturity Scan