Thank You hospital staff, keyworkers and everyone who’s done their bit to get us through 2020 so far. Our thoughts are with those more affected than we are. #StaySafe #ItsNotOverYet
Jerry, when you tell it like it is, you’re a nicer, less sweary version of Gordon Ramsay
(debriefing an airport customer on the reality of their Passenger Experience)
Customer Experience Consultancy
Design and operationalise 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
“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 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
“This course should be mandatory for any company with customers”
Mary Doyle, Rocket Girl Coaching
Customer Experience – vision, strategy and programme delivery
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.
We’re CX practitioners with our own in-house corporate experience. We’re here to give added clarity to your CX vision, to develop a robust strategy and nurture an excited customer-centric culture. And we’ll help define the competencies needed to build and operationalise a Customer Experience programme that contributes more and more every day.
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. As 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.
Welcome to Empathyce but more importantly, stay well.
Jerry Angrave
Customer & Passenger Experience Director, Empathyce
+44 (0) 7917 718 072 [email protected]
Focus: 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 distancing challenges are very likely to play a bigger role, understanding the passenger perspective is crucial.
Effective customer journey mapping helps understand what it’s really like for your passengers based on their hopes, needs, expectations and fears. Protecting and improving the passenger experience, especially as our world returns to some kind of normality, is a clear strategic priority.
Journey mapping workshops 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. Before the current disruption we worked with several airports doing just this. 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
______
Jerry Angrave
+44 (0) 7917 718 072 | [email protected]
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)