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''Voice of customer and employee will use fitness Landscapes, big data, real-time narrative and link to design through  co-creative interpretation'

Steven Walden

My Articles

My Experience

Customer Experience Change Management Consultancy

What does it take for my firm to become more customer centric?​

'90% of the valuable conversations you have are lost to the firm. Yet these are exactly the ones that will drive your business forward' 

Dr Olaf Hermans

Journey Mapping 

Journey Maps are a design tool. Learn learn how to use them in your CX programmes

Customer Experience KPIs

New KPIs to deliver innovation. Learn about the best ones to apply

CX Assessment and Programme Governance (Agile CX)

Understand the gap between your CX programme and best practice

Service Design and Co-Creation


Apply Design Thinking and Co-Creation and turn CX insights into action

Customer Experience Training and Culture Design

Train your employees and leadership in CX