Our Work

Case Studies

Find out how we help companies to grow and prosper by infusing a customer-centric approach into all aspects of strategy and operations:

How to design products for Millennials?

Journey to customer-centric strategy

How to develop and implement a customer-centric strategy?

Mapping out current customer experince

How to benchmark the current customer experience?

planning to build a world class CX team

How to build a world-class CX team that delivers tangible results?

Team building

How to jump-start innovation and creative problem-solving on my team?

The Journey

A business like yours is constantly trying to innovate. The myth of innovation is that brilliant ideas leap fully formed from the minds of geniuses. In reality, most innovations come from applying a structured approach and tested methodologies. We have a proven process to take you through the journey to customer-centricity.

RS Logo
Starring up at the stars

Empathize

Extraordinary customer experiences start with empathy. We help you see the world from your customers’ perspective.

Key Steps: Observe, Research, Empathize

Glasses wet from the rain

Envision

We use the insights from Step 1 to brainstorm ideas that connect your business goals to your customers’ needs. During envision and ideation, we stay focused on the needs and needs of your customers.

Key Steps: Brainstorm, Explore, Imagine, Ideate

Paint brushes with paint on them

Design

With all the ideas on the table, we package the best thinking and build the target state experience. This is a collaborative, iterative process that involves the whole team.

Key Steps: Synthesize, Design, Prototype

Journey is on neon sign

Test & Implement

Now it’s time to make the experience a reality. We work with you to test key concepts with customers and incorporate their feedback into the final target state. Our work doesn’t stop there. Our goal is to ensure that your organization can effectively implement the strategy that we’ve developed.

Key Steps: Test, Refine, Implement

Schedule Your 20-Minute Consultation

DOWNLOAD Our “Eight Hard-Learned Lessons of Customer Experience” Paper