Intersperience - Customer Experience

In a world where brands are increasingly held in balance between cynicism and trust, moments of direct customer contact provide the main opportunity for a brand to demonstrate its values and commitment to the customer. Such episodes define perceptions and expectations of brands.

Opportunities to interact with customers are greater than ever with the need for integration, consistency and coherence being at the heart of any major brand experience. With experience of researching and consulting on customer service expectations and performance, Intersperience is one of the few knowledge centres that can demonstrate ground breaking research and consultancy across channels as diverse as Contact centres, Internet services, Mobile devices and Face to face contact.

• The Experience Laboratory - Strategic insight into managing customer experiences.
• Experiential Segmentation - Allowing you to tailor experiences to meet customer expectations.
• Intelligent Episodes - Enables you to understand how channel strategy impacts brand perception.
• The Experience P&L - A consultancy framework measuring how all channel experiences are profiting or losing your brand's image.
• Frequency & Resonance - Understand how context affects customer motivations, decisions and perceptions.
• Soft Skills Benchmarking (SSB) - Performance measurement that provides you with highly actionable output.