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 services starts with a holistic understanding of customer needs. For this, we interview customers to profile their needs, map these on a customer journey, co-create solutions with your team and deliver a feasible service blueprint and journey roadmap.

Omnichannel design

The journey roadmap outcome helps you prioritise agile epics and scenarios. We then design the service experience with you across channels such as mobile, web, voice and support. To support this we create a design system and experience patterns that fit your brand.

Employee engagement

Customer experience excellence starts with your own workforce: their customer-centric mindset, tools and skills. We can asses the current employee experience and help improve engagement through capability building or designing the optimal employee journey.

CX orchestration

Company-wide excellence 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