Jeneanne Rae's Latest
BusinessWeek Article on cX Design
Whether a service organization or manufacturing company, driving exceptional customer experiences is a primary challenge for any entity.
Peer Insight's extensive research on customer experience exemplars has given us a comprehensive understanding of the management sciences at work. We have codified the evidence to show how consistently great customer experiences drive profitability and keep competitors at bay. We know that brand and preference-driving experiences with customers are successfully built by pushing past the functional components of a process or offering to find the opportunity-laden insights around which new experiences should be designed. Our engagements take shape in these ways:
At the Enterprise level, we help build customer experience design capability and know-how through multi-functional executive programs.
At the Project level, we help clients identify white space and new sources of value for customers. Our design thinking methodologies combine qualitative exploration of desired customer experiences with analytical rigor to create differentiated and relevant offerings.
You can't study services without also studying experiences. Our research and consulting engagements have illuminated the atomic structure of experiences -- from journeys to touch points to the critical moments of truth.
- Tim Ogilvie Peer Insight Co-founder and CEO