Thank you
– to the healthcare professionals and everyone else who’s adapting and getting us through 2020. Our thoughts are with those who’ve been more affected than ourselves. #staysafe #itsnotoveryet
Customer Experience Consultancy
Design and manage a commercially-savvy Customer Experience programme
CX Culture & Strategy | CX Maturity Assessments | Journey Mapping | Voice of the Customer & Employee | Measurement | Design Thinking | Employee Experience
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“Genuine expertise, empathetically imparted by someone like Jerry should automatically be part of the way we do business”
Paul Gilbert, CEO LBC WiseCounsel
Customer Experience Training and Knowledge Share
Workshops and coaching for business leaders, CX practitioners and their teams
CX and the Leadership team | How to map customer journeys | CCXP Exam Preparation | CX Competencies for CX professionals | CX Immersion for all employees
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“This course should be mandatory for any company with customers”
Mary Doyle, Rocket Girl Coaching
A quick introduction
Empathyce is a customer experience consultancy and professional development company. It’s led by Jerry Angrave, CCXP, a senior-level CX leader and practitioner.
What we do
We help build and manage Customer Experience programmes, define the CX strategy and nurture the culture. And we coach CX professionals in the practical skills they need to add real value.
Who we help
We work with leadership teams and those driving their customer agenda 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.
Jerry, when you tell it like it is, you’re a nicer, less sweary version of Gordon Ramsay
(debriefing an airport team on the reality of their Passenger Experience)
Customer Experience – vision, strategy and programme delivery
Welcome. It’s been quite a year 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 more about how you want things to be different in the future and why.
In the midst of a pandemic it may be the last thing on your mind. But, we know customers’ needs, fears and expectations will have changed. So too perhaps, your business model and therefore their journeys.
So as and when your attention is able to turn back 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]
Case study: airport passenger journey mapping
We know better experiences for passengers mean more non-aero revenue, more operational efficiencies and a better place to work.
And in our new world where hygiene, testing, queue times, contactless everything and social distancing challenges play a bigger role, understanding the passenger perspective is crucial.
Journey mapping workshops and terminal walk-throughs generate rich insights to make your passenger experience vision a reality. We’ll prepare and facilitate the sessions, analyse what they are telling us and then provide you with comprehensive reports and conversations to help you decide what to do next.
It’s what we do and we love doing it. If you’d like more information or a copy of the case study from our work with Liverpool John Lennon Airport, please get in touch – [email protected] | +44 (0) 7917 718 072.
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
One footnote thought. With roles being lost, reassigned and a general uncertainty about what our future looks like, if it might help to use me as a sounding board for anything please do. If I can offer a few crumbs of support to fellow CX professionals through this, I will. If I don’t know the answer I’ll find someone who does. Stay safe and well.
Jerry
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)