We put people
at the heart
of your
universe

We are your growth based agency built for the now, built for total customer experiences.

Build for the now

We love to design total experiences that are responsive to the user and environment, able to shape-shift and renew themselves to remain relevant for the now.

Services

Customer Experience Vision & Strategy

Defining the right customer experience strategy linked to your purpose and brand positioning. Creating a solid business case focused on key metrics. Inspiring and aligning your executive team and key stakeholders.

Service & Experience Design

We help you focus solely on those factors that really achieve customer satisfaction. We use real insights to identify the values that drive customer service and retention to the key actions needed to increase both.

Brand Strategy & Performance Marketing

We make your brand stand out. Moving from campaigns to conversations and from brand to CX performance. We help you drive that meaningful conversation. For strong disruptive lifetime value between brand and crowd.

Partner Experience Strategy

We map the full partner journey and create a relevant interaction based on content, triggers and service design. We develop the full ecosystem as part of the internal and external experiences across your customer journey.

Using Nowness:
your framework
for success

Our unique 5 step CX framework ‘ Nowness’ helps your brand create guidance, set and achieve it’s goals to transform into the now. You can join the full journey or select single destinations.

Customer Experience Vision

Define CX/ sustainability vision and principles utilizing the brand purpose, measuring the promises to customer satisfactions and service principles.

Customer Experience Strategy & Brand Purpose

Creation of CX strategy and brand purpose assessing all current and future touchpoints, content and conversation around the brand.

Total Customer Experience Design

Develop a dynamic CX playbook content, format and guidelines as the springboard for local teams, partners and customers. Leveraging the strategy and vision into end-to-end journey guidebook.

Transformation Processes & Technology

Execution of the CX transformation follows CX strategy and impact, way of working for employees and ecosystem. Translation to current and future technology roadmap and innovation plan.

Performance and Impact Measurement

CX measurement structure and define key KPIs across all business levels (internal/ external). Partner guide to frame the impact your customers’ facing during the journey. Acquisition, LTV KPI’s and set content/ conversation standard for growth.

Clients of
The Now

We’re constantly helping more and more digital creative teams to get the most from their products, services & people. We are basically nothing without our partners/ clients and the people behind our brand, agency and team. Join our ride, join The Customer Experience Agency ride.

Gisou by Negin Mirsalehi
Customer Experience Strategy
Crazy about eggs
Total Customer Experience
Dollar Shave Club
Service & Experience Design
Fedex
Customer Experience Strategy
PMI
Performance Impact Measurement
Nike
Brand Experience & Impact Measurement
Jumbo
Transformation Processes & Technology
Celine
Total Customer Experience Design
Muji
Partner Experience Strategy
Media Monks
Brand & Social Experience
Mercedes
Total Customer Experience Design (social)
KLM
Customer Experience Strategy
Air Up
Partner Experience Strategy
The Student Hotel
Customer Experience Strategy

Created with our
strategic technology partners

Serving
The World

The agency of the now works as a hybrid team across cities around the globe. That’s why we’re able to adapt to any client with CX challenges with the right people in the right place.

AMS

Amsterdam

302 Van Leijenberghlaan NH, 1082 DD

LND

London

193-195 Shaftesbury Ave, Soho, London W1D 5DA

NYC

New York

241 W 37th St Office, #1201m New York, NY 10018
Jeroen Janssen
Head of Customer Experience
Guido van der Mark
Head of Design
Arnoud Maas
Head of Strategy
Rick Maresh
Head of Technology

Would you like to have
TCXA on your side?

Or curious to hear more about what we do to put people in the center of your universe? Call, write an email, Whatsapp or (just pop by for a visit!)