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Customer Strategy

Defines the range of prospective and current customers based on a combination of qualitative and quantitative methods, their respective value and initiatives to grow engagement

Experience Strategy

Defines the path to a future state of offerings and touchpoints, delivered through an integrated, customer-led approach connecting patterns in customer needs, aspirations and journeys to how and what a brand delivers

Engagement Economics

Quantifies in customer and business terms the value of transformed customer journeys, explicitly defining moments that matter to both customers and the business

Service Design

Designing a connected service journey, delivered across touchpoints end to end, from front stage (what customers see) to back stage (the organization, business process, and supporting tools)

Cognitive Experiences

Designing data-driven customer experiences based on artificial intelligence, emergent technology, and instrumented intelligence

Connected Environments

Designing spaces — retail, branch or exhibition — blending digital considerations seamlessly with physical ones by leveraging teams and lab spaces, like Second Story and Emerging Experiences