The brand is the starting point of any experience. We help define the market, competitive & customer context for your brand by building the One Community. We connect your brand to the right audiences and understand their needs and expectations.
We create the ultimate CX vision of your brand, by translating your brand purpose into guiding CX principles. With an internal CX club, we ideate adjacent CX recommendations and WOW moments.
The overarching end-to-end customer journey for today, tomorrow and the future. Aligning all efforts across communities and departments into one journey, and considering the perspective of the customer.
Understanding of the current and future instruments that allow the CX vision to come to life and fullfill its mission across the organization. We define the what, where and how in terms of content strategy, technology & partners to execute the CX strategy.
Defining set of dynamic customer KPI’s that reliably measure success around acquisition, customer lifecycle and care. And all the steps in between along the hot and cold data. Selecting the right monitoring tools based on departments and objectives to guarantee long-terme viability of your CX vision.
"After a small period of strategic thinking, we're able to execute pretty fast on tactical CX iterations"
"Working with Nowness helped us identify the right focus areas within our business, and achieve our customer experience goals."
"With TCXA it's not just strategic thinking, it's also real tactical and executional power."