Work with Heart
CX Consulting for organisations
Senior CX expertise without the big consultancy overhead.
You might come to Heart when...
Product & Campaigns
- Launching a new event, product or campaign (digital, physical or phygital)
- Digital Transformation projects
- Supporting before, during or after launch
Strategy & Direction
- Customer satisfaction is falling and you're not sure why
- You don't understand your customer journey, or need to redesign it
- You've got customer data (maybe even AI use cases) but no clear plan for it
- You need a CX strategy
Culture & Capability
- Your service experience is inconsistent
- Your team needs CX capability
- You want to build a genuinely customer-centric culture
- You need senior CX leadership, without hiring a full-time Head of CX
- You need someone to facilitate any workshop sessions
Whatever's driving the need, here's how Heart puts it into practice.
How Heart works in practice
Human First - culture and capability
- Workshop and team trainingTailored sessions build around the problems you need to solve.
- Understanding your customerStakeholder interviews and empathy mapping to align your team on who your customer really is.
- Customer serviceFrontline training that turns your service team into ambassadors for the experience you want.
Experiences You Fall For - journey and data
- Journey mappingMapping the moments that matter most, now and where you're headed.
- Ideation & innovation workshopsGenerating creative, practical ideas that make customers fall for the experience.
- Data and insights auditAn honest look at what your data already tells you.
- Multi-channel communication planOne consistent story, delivered at the right moment, to the right audience, across every channel.
Made to Last - strategy and measurement
- CX strategy & roadmapA prioritised plan grounded in research and data, so you know exactly where to focus first.
- AI opportunity mappingReviewing your customer and business problems and processes to identify where AI can genuinely help.
- Customer intelligence & scorecardsSimple measurement systems and regular check-ins, so improvement never stops.
- Contact centre design & supportScripts, escalation paths and service design, so every call and chat meets the same standard.