Testimonials

Improved & redesigned parts of our online and multi channel offering

Jeremy Maxwell, Multichannel Director, Wolseley UK

We asked Customer Journey Consultancy to help us understand how we could further improve our multichannel offering. Using mystery shopping, customer insight and debriefs with branch and contact centre colleagues they were able to confirm and prioritise our customers’ needs by segment and the strengths and weaknesses of our current multichannel customer experience. As part of improving our multichannel offer CJC has also helped with the design and copy of key aspects of our online journey. We have been pleased with the contribution of the team and plan to use their expertise in more areas going forward.

I can happily recommend Customer Journey Consultancy

Tom Wilkinson, Marketing Director, AXA Wealth

…Customer Journey Consultancy helped us restructure and reinvigorate our Customer Experience capability.
With CJC’s help and leadership we have developed a clear and powerful understanding of how we can transform customer interactions to drive sustainable, profitable, competitive advantage. We are now working hard on implementation.

As a result, I can happily recommend Customer Journey Consultancy.

We now understand of how to transform customer interactions

Tom Wilkinson, Marketing Director, AXA Wealth

 

CJC bring a great team together, they provide clear vision and direction

Klynn Alibocus, Digital Strategy Manager, AXA Wealth

Martin is a consummate CX professional bringing the customer needs to life, which sometimes is forgotten about in a large organisation. Martin is not afraid to challenge C-level individuals in their thinking with a view to championing the customer viewpoint.

We are very pleased with the work CJC has produced

Oliver Jones, Head of Operational Support, L&Q Housing Trust

We retained Customer Journey Consultancy to help us understand the journeys, service experiences and expectations of our customers and to design ways to improve customer satisfaction….

….Their work included extensive ethnographic research in resident’s homes, focus groups and internal workshops.
We are very pleased with the work CJC has produced. It is now helping us focus our management time and effort on those areas that will have the greatest impact for our customers.

Expert in the field of CRM strategy

Chrissy Saunders, Managing Director, Direct Experience