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 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


Improving customer experience and reduce the cost to serve

Zoe Manning, Housing Services Manager (Customer Service), Alliance Housing

Social Housing, like almost every other aspect of life, is changing rapidly with customer expectations rising and the downward pressure on costs increasing.

We wanted to ensure that our team has an accurate picture of how customers view the service Alliance Housing provide and that our programme of change responds adequately to these perceptions to help us achieve our objectives.

Martin conducted a very short project.   He bought his experience to bear and helped challenge and shape our thinking and our plans. He developed the beginnings of a Customer experience strategy and roadmap to help us respond to the market realities and move towards the objectives we have set.  I was very happy with the way he interacted with our staff, the speed of his work and the quality of his thinking.  I would happily recommend Customer Journey Consultancy to anyone who wants to improve the experiences of their customers and reduce the cost to serve.

 I attended the September event organised by Customer Journey Consultancy and it was invaluable.

‘The event covered some key areas such as turning data into insight, developing engaging customer journey maps, using employees and influencing stakeholders as well as tips to successful customer journey strategic development and implementation.  During the event, I learnt from some very experienced customer journey professionals who have become great contacts – one of whom I have been in touch with regularly since and has helped me enormously to address some of the challenges I am personally finding in my current role.  I would recommend these events and am keen to attend the next one scheduled for June at Nationwide.’

Amanda Sampson, Customer Journey Manager, Bristol Energy