Customer Experience consultancy & professional development

Thank you

– to healthcare professionals and everyone who got us through last year and are still keeping us safe. Let’s hope 2021 is healthier and happier for everyone.

Our thoughts are with those whose lives have been more affected than ours.

#staysafe #itsnotoveryet

Better Experiences. Better Business.

Customer Experience Consultancy

Helping you earn the right to customer-led growth

“Genuine expertise, empathetically imparted by someone like Jerry, should automatically be part of the way we do business”

Paul Gilbert, CEO LBC WiseCounsel

Workshops and coaching for leaders, CX practitioners and their teams

The leadership team’s role | How to map customer journeys | CCXP Exam Preparation | CX Competencies for CX professionals | CX Immersion for all employees

“This course should be mandatory for any company with customers”

Mary Doyle, Rocket Girl Coaching

Improving experiences for those with physical or hidden disabilities

Audits and Assessments | Empathy training for front-line teams | Customer Journey Mapping | Stakeholder engagement

“Of course it’s the right thing to do but get it right and there’s a significant commercial benefit too”

Andy Wright, CEO Accessible Travel

Empathyce is a Customer Experience consultancy and professional development company. It’s led by me, Jerry Angrave, CCXP, a senior-level CX leader and practitioner.

What I do

I listen to understand then help strengthen your approach to being more customer-centric. And, I train CX professionals to give them the tools, confidence and influence they need.

How I do it

I help define the Customer Experience strategy, establish the governance to prioritise actions, customer journey mapping, employee engagement and training / professional development

Who I help

I work with leadership and management teams who are driving their customer agenda – around the world and across many sectors including aviation, local government, professional services, utilities and financial services.

Why?

Because better experiences mean better business; economically, strategically and operationally. And employee pride just gets stronger and stronger.

Customer Experience – strategy, programme delivery and training

Welcome. It continues to be a challenging time so I hope you, everyone around you and your organisation is safe.

Thanks for your interest in what we do. We’re passionate about it and we’d love to learn how you want things to be different and why.

We’ll help understand how you fit into your customers’ lives, what you need to do differently and how to make that happen.

In the midst of a pandemic it may be the last thing on your mind. But, we know customers’ needs, fears, expectations and priorities will have changed. So too perhaps, your business model and therefore their experience of you.

As and when your attention is able to turn to Customer Experience, if you just need a sounding board or a more structured form of support please get in touch.

Whether we’re carrying out CX maturity assessments, knowledge-share workshops, VoC programme reviews, customer journey mapping or CX competency training, these can all be done using online video and collaboration platforms until we can be together again safely onsite.

Jerry Angrave

Customer & Passenger Experience Director, Empathyce

+44 (0) 7917 718 072 | [email protected]

Thank you Jerry, it was a great couple of days, lots of engagement, enthusiasm and fantastic ideas

Lisa Olsen, Commercial Director, Liverpool John Lennon Airport, UK

Jerry, when you tell it like it is you’re a less sweary version of Gordon Ramsay!

Debriefing an airport team on the reality of their Passenger Experience

New book! Book on journey mapping

“How to” – Customer Journey Mapping

Based on 15 years of mapping customer journeys I’m excited to share what I’ve learned, what caught me out and what works. For anyone running their first journey mapping workshop the book has tools, tips and templates on preparing, facilitating and – crucially – how to get value from it afterwards.

For more details click here.

Case study feature:

Airport Passenger Experience

A combination of customer journey mapping and terminal walk-throughs has helped airports prioritise what they should do next. And, it’s helped teams from all parts of the airport eco-systems understand more about what they do.

For more details click here.

Because it’s tough:

Here if you want to talk

Things are pretty challenging right now for many. Hints of optimism can easily get swamped by uncertainty, frustration and self-doubt. I’ve not got all the answers but if it would help to have a chat, do get in touch. No charge, no judgement.

+44 (0) 7917 718 072 [email protected]

For more resources to support those working in Customer Experience roles, see the CXPA

For more information on the sunflower lanyard, helping to improve experiences of those with a disability:

As customer journey mapping goes, our experience of working with you couldn’t be any better. I know it’s been said before, but we really do appreciate all the work and effort you put into making the session as fun, informative and valuable as possible.

Rachel Besant, 15below (airline passenger communications)

Just wanted to drop you a note to say thank you so much for all your support and coaching – I couldn’t have passed without you!!!

Danni Mitchell, Rant & Rave (on becoming a CCXP)

l learn from Jerry a lot, not just customer experience expertise, but also how he makes a great experience of the whole journey you have with him by insightful and proactive actions & advice. I am grateful to him as one of the few most empathetic persons I ever worked with.

Duong Nguyen, Vietnam (telecoms)