Consulting

Customer Experience Management works by consistently meeting customer expectations across all touch-points throughout the end–to-end journey with an organisation.

This can be challenging, especially as organisations grow and become more complex with multiple products, services, supporting systems and processes.


At PEN CX we have a team of experienced Customer Experience specialists who help organisations across many sectors in all aspects of Customer Experience Management.


We take a practical approach in helping organisations of any size to design and deliver great experiences which meet the expectations of their customers and employees. By doing this consistently, customers stay with brands for longer, buy more products and services and recommend them to others.


We work on a variety of different projects, including:

Customer purpose and strategy
Define business purpose and vision
Define customer promises and principles
Develop 3 to 5 year strategies

Customer experience design
Develop personas
Map the current and desired future state journeys
Create a change plan of opportunities
Develop business cases for prioritised solutions

Customer centric operating model design and implementation
Assess current operating model
Design future operating model to support strategy and desired journeys
Identify people, processes and technology requirements
Implement new model and initiatives


Governance frameworks
Design CX governance frameworks for decision making
Define structures and ways of working for success

Customer and employee insight
Develop CX measurement and voice of the customer programmes
Define customer centric metrics across the organisation
Design and implement feedback frameworks
Implement surveys
Analyse data to turn into useful insight

Customer centric culture
Customer centric culture Improve employee engagement and culture
Develop voice of the employee programmes
Align employee and customer journeys

We love to share the successes from the work we do so that others can learn from it.

View case studies


Our engagements range from one off workshops to multi-year transformation programmes. No matter how large or small your needs, we are guided by a commitment to keeping it simple and honest. 

In this fast changing and ever developing discipline, we don’t claim to know everything; if we feel we are not the perfect fit for a project, we will say so, and where we can, we will help you find a more appropriate solution.