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Customer Experience Strategy

A gameplan to continuously onboard customers, clients, and users.

A customer experience strategy can transform your organization – let’s make that happen! Together, we’ll understand the experience people have as they discover, research, and evaluate their options in your industry. Then, we’ll pinpoint what it takes to turn them into customers, members, clients, subscribers, and users.

Reaching your GOALS

We work with you to create a customer experience strategy to effect lasting improvements. The strategy we leave you with is an actionable, working document marked by goals that really are specific, measurable, attainable, realistic and timely.

BREAK DOWN SILOS

Our multidisciplinary team of experts helps break down ‘siloed’ approaches, ensuring all stakeholders are working towards a shared vision, while striving to deliver a customer experience strategy that will enable your brand to thrive in the marketplace.

where to start

We start by meeting with key stakeholders to capture your overall strategic objectives, vision and mission and align them with your customer experience strategy. We also define your business drivers and success metrics for a focused plan going forward.

A competitive analysis may be conducted together with an audit of customer experience points to assess current experiences and pain points.

TIMING
The typical duration for creating a customer experience strategy is 6-8 weeks.

how we do it

Our Experience Thinking framework aligns the customer experience across four experience quadrants: Brand, Product, Content, and Service.

1. Through interviews and workshops, we’ll work with key stakeholders to capture strategic objectives and vision for the desired customer experience.

2. We’ll audit the existing customer experience and all its experience points to assess current perceptions.

3. The customer experience strategy will align the brand and organizational goals to all aspects of the experience people have as customers and potential customers.

what you get

You’ll benefit from our deep experience in customer experience strategy. You’ll get:

  • A guide that captures the customer experience journey, vision, mission, and objectives. This document is for all stakeholders to leverage across the organization.
  • Clarity on what the customer experience is, and what it must become, to achieve the vision.
  • What is necessary to positively impact the customer experience.
  • A common language and way of thinking that puts customer experience at the centre.

Experience Thinking™

Our Experience Thinking™ process underpins every project we undertake, elevating the product development process by recognizing users and stakeholders as meaningful contributors to the design cycle. The result:
powerful insights and creative design solutions that meet real user and customer needs. Click to learn more >>

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  • Innovation
    Innovation explores big ideas and boils them down to enable exciting outcomes.

    - Opportunity Scouting
    - Experience Immersion
    - Concept Incubation
  • Strategy
    An innovative strategy successfully integrates the goals of business, customers and users.

    - Product Strategy
    - Customer Needs
    - User Needs
  • Research
    Gain the insight you need to design it right the first time.

    - Ethnographic Research
    - User Personas & Scenarios
    - Experience Mapping
  • Design
    More than aesthetics, design also looks at interaction, and use.

    - Information Architecture
    - Wireframes & Interaction Design
    - Graphic Design
  • Testing
    Testing provides the real feedback you need to make impactful changes.

    - User Experience Testing
    - Heuristic Assessments
    - Usability Testing
  • Construction
    We work shoulder-to-shoulder with your engineering team every step of the way.

    - UX Specifications
    - UX Styleguides & Standards
    - Front-end coding: HTML/CSS
Shaun Illingworth
Vice President

What experience are you creating?
Contact us to discuss your latest initiative

Shaun Illingworth
Vice President
contact@akendi.com

WE HAVE SUCCESSFULLY COMPLETED OVER
65
Experience Strategy Projects
View Our Portfolio

Balancing Business Requirements

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What our clients are saying

“This is the preliminary thinking and research that gives factual metrics to produce better design.”

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Who we are

Our multidisciplinary team of experts skillfully bridges the gap between the goals of business, design and technology.

Akendi brings together innovation, strategy, research, design, and testingexpertise all under one roof.

Our XT™ Process

Our Culture

Snacktime!

Our Friday lunch and lots of snacks fuel all our hard work and creativity.

Who we are

Our multidisciplinary team of experts skillfully bridges the gap between the goals of business, design and technology.

Akendi brings together innovation, strategy, research, design, and testing expertise all under one roof.

Our XT™ Process

Our Culture

"Remarkable product and service experiences meet real human needs."

Snacktime!

Our Friday lunch and lots of snacks fuel all our hard work and creativity.