We define a clear CX vision with your leadership, grounded in customer insight and commercial reality.
Is every customer touchpoint working for you?
CX is the sum of every interaction a customer has with your business. We bring service design thinking to that full picture, aligning people, processes, and technology behind experiences that deliver measurable results.
Our partnership with Atomic has been essential in delivering a new level of digital convenience for our guests. The app enriches each stage of their short break, aligning perfectly with our commitment to offering the best possible guest experience.
Head of Digital
Center Parcs
Atomic's CX and service design team works with ambitious brands to map, redesign, and continuously improve the experiences that drive loyalty, reduce churn, and deliver measurable commercial returns.
Understanding what customer experience and service design can do for your business is the first step to making it work. Browse our most frequently asked questions below, or get in touch and speak directly with one of our specialists.
CX design shapes every interaction a customer has with your business, across digital and physical touchpoints, to drive loyalty, retention, and commercial growth.
UX design focuses on digital interfaces. Service design looks at the full experience, including the people, processes, and systems behind what customers see and interact with.
Poor CX costs money. Customers who have a bad experience don't come back. CX directly impacts retention, lifetime value, referrals, and revenue.
A customer journey map visualises every interaction a customer has with your business, highlighting friction points, emotional peaks, and gaps between expectation and reality.
A service blueprint maps the full service operation behind a customer experience, aligning front-stage interactions with the people, processes, and technology that enable them.
We connect CX changes to metrics that matter: NPS, retention, conversion, complaint rates, and lifetime value. If a change can't be measured, we question whether it should be made.
It depends on scope. A focused journey mapping or service blueprint project typically takes four to eight weeks. A full CX transformation programme runs over several months.
CX and service design investment varies by scope and complexity. We scope every project individually and give a clear cost estimate after understanding your challenge and goals.
Existing data and research, access to key stakeholders, and clarity on the CX challenge you're facing. We can work with whatever you have and fill the gaps ourselves.
Yes. We regularly embed within existing teams, bringing specialist CX and service design expertise without disrupting the teams already managing your operations and customer experience.
