Customer Experience Strategy

Defining the customer experience and journey to engage and delight.

LET’S TALK

CUSTOMER EXPERIENCE STRATEGY

Strategy is the foundation of great customer experience.

By defining clear pillars of activity- the foundational touchpoints of the customer experience- we create a blueprint for activity that guides the entire creative process. These pillars do more than inform our designers’ explorations; they shape the emotional and functional journey that is built, ensuring our developed concepts are always purposeful and remain aligned with brand values.

We believe that this approach elevates ideas into experiences that are not just seen, they connect, captivate, and leave a lasting impression.

WORK

1 / 11
Perricone MD
Adidas Predator x Sports Direct
MONTIREX
Stanley x Go Outdoors
Columbia x SDI
The North Face
National Express
New Balance X JD
MAC x Selfridges
UGG x Selfridges
Adidas Predator

INSIGHTS

1 / 1

Design Trend Predictions 2025

As a creative retail agency, we constantly track and evaluate activity and ideas; observing how cultural touchpoints evolve.
Download Report

South Korean Retail Innovation – PART TWO

South Korean retail sets the bar for world-class experiences. Part Two of our report reveals the key elements behind their exceptional design approach.
Download Report

South Korean Retail Innovation – PART ONE

Celebrated for it’s lively pop culture, internationally acclaimed boy bands and innovative K-Beauty trends, South Korea has sparked a cultural phenomenon, drawing attention from across the globe.
Download Report

Boomers – Rethinking Purpose.

We’re living in the most age-diverse society in history – and we’re becoming one of the most age-segregated.
Download Report
Design Trend Predictions 2025
South Korean Retail Innovation – PART TWO
South Korean Retail Innovation – PART ONE
Boomers – Rethinking Purpose.

RELATED SUB-SERVICES

Research

Providing context.

 

Our creative curiosity uncovers trends, behaviours, and data that inform bold retail strategies and award-winning store concepts.

FIND OUT MORE

Trends & Insight

Interpreting and evaluating.

 

Our insight team identifies emerging trends that keep our creative thinking at the forefront of the industry.

FIND OUT MORE

Brand Strategy

Positioning and personality.

 

Brand strategy creates tone of voice- defining the personality that connects with customers.

FIND OUT MORE

Let’s carry on the conversation