Customer Experience
Firstly, I hope you, your family, colleagues and business are all well.
Understandably it might not be your top priority right now. But as and when your attention turns to building, reviewing or strengthening your Customer Experience programme, I’d love to see if we can help. We’re CX professionals here to support other CX professionals.
In these uncertain times and with roles being lost and reassigned, if it might help to use me as a sounding board please do. If I can help and offer crumbs of advice to fellow CX practitioners, I will. If I don’t know the answer I’ll find someone who does.
Beyond that we’re here to help you understand what it’s really like to be one of your customers and employees – today and what it should be like in future. We’ll then help put in place the right building blocks for your Customer Experience programme, develop strategic visions and internal engagement. At the very least, we’ll reflect how your customers feel, whether you make things easy and reliable for them and what stories are they sharing with others.
The nature of the work, including Customer Experience maturity assessments, knowledge-share sessions, Customer Experience strategy development, VoC programme reviews, customer journey mapping and CX competency training, can all be done remotely using video conferencing and collaboration platforms.
Welcome to Empathyce. More importantly though, stay safe and well.
Jerry
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
We help organisations understand who their customers are and how they fit into their customers’ lives. We then identify the best tactical, strategic and cultural approaches to bridge any gaps.
It’s about creating a stronger, longer-lasting business with better commercial results and higher employee pride.
We’re not here to tell you to sprinkle magic fairy-dust over everything. Nor, to give “Wow!” experiences at every turn. Yes, there’s a time and a place for those but we’ll focus on getting the basics happening well and consistently first.
We’ll do what’s adding value to both your business and to your customers. We live in the real world because we’re experienced, pragmatic in-house CX practitioners ourselves. We’ve been there, we’ve lost sleep over uncooperative stakeholders too and navigated the internal politics.
I’d love to understand your business better to see how we might support your work; to design and deliver the kind of customer experiences that bring you real economic and strategic benefits.
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.
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
Customer Experience training workshops:
Competencies for running your Customer Experience programme – includes CCXP exam preparation.
I’m in the process of setting up the next event as a virtual workshop but please email me at [email protected] to register an interest (no obligation). The last event had great reviews:
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This course should be mandatory for any company with customers
Still not sure how you managed to pack so much into one day. The content, format and pace were spot on.
Always great to meet other CX professionals and share ideas and challenges.
If you’re looking for empathetic support with any aspect of Customer Experience, do please get in touch. I’d love to learn more about your work.
+44 (0)7917 718 072
