About Specialisms Work News Join us Find us SPECIALISMS Customer Experience A CX practice focused on increasing participation CX Journey and Customer Experience Management In this post digital world, the experience you deliver for customers is your new brand truth. The expectations have never been higher and customers will gauge a brand’s suitability on acts not ads. In this world of heightened experience expectation, it is fundamental that you break down your full customer experience and eliminate every point of friction. Right? We don’t think so. We believe that through the lens of memory, not all moments are considered equally. Daniel Kahneman explains it best when he says, “We judge an experience on how we feel at its peak and at its end rather than as an average of every moment.” It’s why we forgive an hour of queuing for the thrill of the 6o second rollercoaster ride. We firmly believe in the peak end rule – focus effort on creation of emotionally engaging ‘peak’ and ‘end’ points. In short, fix the troughs, nail the transitions and look for brand enhancing signature moments that will have exponential value on customer perception. CAPABILITIES Customer Experience Strategy Customer Journey Design Service Design Innovation CONTACT US HIGHLIGHTS Key Customer Experience work FORMULA-E Attack Mode KFC Redefining KFC's digital ecosystem Eradicating the hell of getting a mortgage MORE WORK CLIENTS We work with IRIS NEWSLETTER Be the first to hear what we’re up to GET IT Twitter Instagram Facebook LinkedIn Terms of use Privacy Policy Cookies policy Supplier Code of Conduct London Gender Pay Gap Report We use cookies to make this website work better for you and to track site visits anonymously. You can opt out if you like. Tell me more CONTINUE