What we do · 03
Customer Experience Intelligence: measure and improve customer journeys.
Customers experience your organisation as a journey, not as departments. GWW combines research, mystery shopping, mystery calling, digital journey audits, UX, accessibility and operational recommendations to improve that journey.
Capabilities
What this pillar covers.
- CX audit Structured audit across every customer-facing touchpoint.
- Mystery shopper Independent, in-person checks of real sales interactions.
- Mystery calling Independent checks of phone-based sales and service.
- Mystery online Independent checks of digital sales and service journeys.
- Satisfaction studies Ongoing measurement of customer satisfaction over time.
- NPS, CSI and CES The core metrics that track experience quality.
- Customer journey mapping Visualising the real path customers take, not the assumed one.
- UX research Usability research that grounds design decisions in evidence.
- Accessibility experience testing Testing digital experience against real accessibility needs.
- Service standards and training needs Turning findings into concrete training and service standards.
Proof
Case studies are in progress, not invented.
CX case studies are in progress. Each will show the challenge, evidence, recommendation and measured outcome. Some engagements may be anonymised due to strategic or contractual confidentiality.
Outputs
What you receive.
- CX diagnostic report
- Customer journey map
- Service quality score
- Digital barriers list
- Operational recommendations
- Training backlog
- Post-change measurement model
Discuss this pillar
Discuss your customer experience challenge.
Every engagement starts with a conversation about your challenge, not a fixed package.
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