In 2025, customers don’t separate “digital” from “the rest” of their experience. They simply experience your brand. Whether someone is booking an appointment or making a purchase online, speaking to a staff member, navigating a physical store, or receiving a follow-up email, every touchpoint shapes their perception of trust, value, and consistency. Increasingly that perception is being shaped by digital interactions first. Of customer journeys now begin online Of customers ex

In an age where customers expect more than just a product or service, the way they experience your brand can make or break loyalty, advocacy and growth. That’s where Customer Experience (CX) Design comes in. What is Customer Experience Design? CX Design is the process of creating an integrated and engaging customer journey. The whole process is based on considering how the customer views your brand before, during and after every interaction. This goes beyond just how an app o

CX on its own tends to focus on the design of experience outcomes, while ‘customer-centricity' is the deeper strategic posture of placing the customer at the core of all decisions. The two overlap, but one is mindset and culture; the other is outcome and design. What is customer-centricity? Customer-centricity can be defined as a strategic and cultural approach to doing business. The customer is considered at the core of all decisions.   Customer-centricity is beyond simply g

In today’s market, customers hold the power. With ever-growing choice, lower switching costs and amplified voices through online platforms, a single bad experience can have huge consequences for your business.    According to research by PwC, up to 32 % of customers  would stop doing business with a brand they love, after just one bad experience , and over half will walk away after several bad experiences. What do we mean by CX? From the website, to the store, to the product