Customer Experience Consulting

We take an in-depth look at your relevant data to uncover customer needs, motivations, pain points, and goals, and create a map showing their attitudes, actions, and friction points along their journey. Using this, we can deliver actionable insights you can use to improve the customer experience, eliminate challenges, and spark delight at every touchpoint.

Projects may include:

• Data analysis
• Customer & stakeholder interviews
• Customer journey mapping
• Service blueprint design
• Future-state mapping

Our customer experience consulting team researches customer perceptions and thought patterns around your brand. With these insights, we design relevant, interactive experiences across channels that prompt engagement while meeting customer needs.

Projects may include:

• Voice of the customer research
• UX workshops
• User experience design
• User interface design
• UX/UI testing

New Era leverages design-thinking methodologies to gain clarity into the pain points and areas of friction customers face at each touchpoint and how that impacts their experience with your brand. We also challenge fixed perspectives with creative ideation to bring new, customer-centered solutions to the forefront.

Projects may include:

• Vision alignment
• Problem definition
• Design thinking workshops
• Prototype development
• Innovation roadmaps

Increasing customer engagement is critical to meeting your business goals. Our team recommends channels, touchpoints, and processes that will improve visibility with your ideal customers, craft messaging to attract and engage with them, and provide seamless experiences that lead to conversion.

Projects may include:

• Digital strategy
• Data analysis
• CX design
• A/B testing
• Measurement

Increasing leads is only effective if you’re reaching the right audience. Our lead generation strategies increase visibility with your target audience, engage your ideal clients, and turn prospects into leads by using compelling content across key digital channels for every stage of the buyer’s journey.

Projects may include:

• Lead funnel evaluation & optimization
• Channel mix
• Campaign strategy
• Messaging development
• Lead scoring

Ensuring that all users can understand, navigate, and interact with websites, applications, and tools is an important part of a successful CX strategy. Our customer experience consulting services always make inclusion and creating a seamless experience for users of all abilities our highest priority.

Projects may include:

• UX/UI testing
• Manual & automated testing
• Compliance audit
• Accessible design
• Experience optimization