Strategy and Insights

Build a behavior-based understanding of your customers

Before crafting new solutions, we start with research-driven insights that inform a customer-centric, brand-aligned strategy.

Developing an effective customer experience begins with clarifying who your customers are, how they’re interacting with your brand, and what impact those interactions have on the likelihood that they’ll interact with your brand again. Whether as a stand-alone service or as part of a holistic, integrated engagement, strategy and insights always guide our direction in understanding your goals and your customers’ needs.

CX Advisory Services

RESEARCH

AND INSIGHTS

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Build a deep, behavior-based understanding of customers through ethnographic research

  • Customer, brand, and experience research strategy
     

  • Qualitative and ethnographic studies
     

  • Quantitative studies
     

  • Audience and persona development
     

  • Customer segmentation

STRATEGY
AND MAPPING

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Map the customer journey to reveal patterns and prioritize opportunities for improving the experience

  • CX audits and program evaluation
     

  • Customer journey mapping and storyboarding
     

  • CX program design and prioritization
     

  • Omnichannel customer experience design

MEASUREMENT 

AND MODELING

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Bring CX scores, interaction KPIs, and perception data together in a singular platform to gain understanding of the customer experience

  • Measurement platform assessment and strategy
     

  • CX data instrumentation
     

  • Predictive analysis and prioritization
     

  • Data visualization and dashboards
     

  • CX ROI modeling

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1201 3rd Ave., Ste. 5200, Seattle, WA 98101
10900 NE 8th St., Bellevue, WA 98004
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