Customer experience
- raising the bar in the water industry -

Consistent high performance. Class-leading SIM scores. Ready for C-MeX.

Disruption is happening

Customers are expecting you to deliver the great experiences they are enjoying in other sectors. Digital is fuelling increased expectations. 

Customers and Ofwat are raising the bar, excellence will be the new normal and only exceptional performance will deliver the bonuses.

How will you achieve exceptional performance?

Unlike its predecessor, SIM, C-MeX will link financial incentives to the performance level of the best performing companies in all sectors.

- John Russell, Ofwat -

Marginal gains will have a massive impact

The current margins are small - with only a 10% difference in performance. Everyone’s working to improve their satisfaction scores. 

How will you get ahead?

CX specialists

We are specialists in customer-centric change.
We’ve helped major global and UK service providers transform their customer experience.
We can help you make the marginal gains you need to achieve peak performance.

Deep experience

With our intimate understanding of leading service organisations like John Lewis, we help our clients learn from the best.
We've led major customer-centred service transformation in regulated industries.
C-MeX will take account of where water companies stand with regards to customer service “in comparison to big players.” 

- John Russell, Ofwat -

What we do


Understand what customers value.  Collaborate in design.  Deliver high performance.

They worked with us to enhance our customer experience and make us a truly unique brand across the globe.
- Digital Programme Director, global retailer  -

Customer Dialogue
...a unique approach 

Customers set the agenda, not existing organisation hypotheses or beliefs.

They ran dialogue sessions with our customer base to understand and get feedback from them, analysed their shopping patterns and their experience, and built that back into our service design as we went through.
- Transformation Programme Director, national high street retailer -

Insight
…that unlocks tangible value

Customers will tell you exactly where and how to change. This insight is rarely found in data or through traditional focus groups. Have you missed the gold dust?

We had 20 sources of data and analytics provided by 9 different companies, and yet we had no insight.
- Retail Director, national high street retailer -

Customer-centred design
...shifting performance

The value of insight is only realised when you actually make change.

I think the highest compliment that this programme could have had is the one we received from our CEO, referencing this programme as the best in class way to deliver sustainable change.
- Transformation Programme Director, global fashion retailer -


Laser focused change

Our methodology ensures that the design process is driven by customer insight. 

Driving sustainable change, where it really matters.

Accelerated co-design

Our methodology allows us to bring customers into the centre of the design process. 

We take them on the journey, they act as the guide.

Customer-centred digital

Our methodology focuses on developing technology solutions which are designed by the people who use them. 

Fit for purpose, increased adoption.

Customer-centred service

Our methodology ensures that service models become truly customer-centric. 

Driving satisfaction for customers, engagement and trust among front-line teams.
Kevin Waters
CX Lead Partner, Audet Magna
"
Being truly customer-centric means creating an effective dialogue with your customers - continually improving performance in line with changing expectations, needs and wants. 

A service model which prioritises proactive engagement with customers, to truly understand them, is essential.
Delivering great customer service requires alignment between process, organisation and technology… but begins and ends with people who are skilled and passionate about delivering a stellar end to end experience.
We have seen, in practice, the power of combining technological and process capability, with front-line staff who have the right knowledge and skills, and are highly motivated – having been engaged emotionally in the vision of a customer centred organisation which is a great place to work. 

Service businesses have a real opportunity, through customer centred cultural change, to make this happen.

Contact us

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