Lest We Forget

Customer Experience

When your customers reflect on what you were like to do business with, do they feel the way you need them to feel? What will they do next time? And what stories are they sharing with others?

Welcome to Empathyce. We’re here to help you have answers to those questions; to set a clear path with a robust Customer Experience Strategy, to nurture your Customer-Centric Culture internally and to operationalise your Customer Experience programme.

Customer Experience Consultancy

Design, operationalise and nurture a commercially savvy Customer Experience programme

CX Culture & Strategy  | CX Maturity Assessments & Benchmarking   |  Journey Mapping  |  Voice of the Customer   |   Measurement   |   CX & Design Thinking  |   Employee Experience


Customer Experience Coaching

Workshops, training and professional development to help CX practitioners and teams contribute more value to their business.

The principles of CX   |   CCXP Exam Preparation    |   CX Career Development   |   Mentoring   |   Essential soft skills for a CX professional


Thank you for your interest in what we do. I’m Jerry Angrave, founder and Customer & Passenger Experience Director.

Jerry Angrave

Jerry Angrave

We help people in organisations understand what it’s really like to be a customer and what it should be like. We then identify the best tactical, strategic and cultural approach to bridge any gaps. We’re experienced in-house CX practitioners in our own right and we are CCXPs (Certified Customer Experience Professionals).

I’d love to understand your business better to see how we might support your aims to be more customer-centric; to design and deliver the kind of customer experiences that bring real economic and strategic benefits.

Next workshop:

CCXP Exam Preparation and competencies for running your Customer Experience programme

Thursday 21 November 2019, Abingdon, Oxfordshire

Click here for details

Focus: airport passenger journey mapping

We know better experiences for passengers mean better business for airport owners; more non-aero revenue, more operational efficiencies and a better place to work.

Effective customer journey mapping helps understand what it’s really like for your passengers today and what it should be like tomorrow to drive loyalty, profitability and employee pride. Protecting and improving the passenger experience, especially during times of growth, is a clear strategic priority.

Journey mapping and terminal walk-throughs generate ideas and 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 Liverpool John Lennon Airport, please get in touch – [email protected]   |  +44 (0) 7917 718 072.

airport passenger experience journey mapping

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

I’d love to learn about your plans and see how I might help.  And I’m always happy to swap notes over a coffee so for an informal chat do please get in touch. Thank you,

+44 (0)7917 718 072Thank you Jerry

[email protected]

ccxp and art

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)