Customer Experience Consulting

Customer experience, marketing & innovation

Creating meaningful experiences that drive growth

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Today, customers expect more than ever. To earn their loyalty, you need to deeply understand their expectations, anticipate their needs, and deliver personalized experiences that truly stand out.

At Wavestone, we help you design experiences your customers genuinely value. We build strategies grounded in real insights that transform the way you connect with customers. By putting their needs at the heart of your business decisions, you create meaningful relationships and drive sustainable growth.

Let’s create customer experiences that make a real difference, for them and for your business.

Our consulting services

How we support your business goals with Customer Experience consulting

CX Strategy & business transformation

To succeed today, your business model must reflect what your customers genuinely care about. We help you clearly identify these priorities and align your entire organization around them.

Through CX strategy, maturity assessments, and operating models, we break down silos and foster cross-functional collaboration. By establishing clear CX KPIs and integrating data-driven insights, we create measurable impact and continuous improvement. Our approach supports scalable, sustainable growth, helping businesses enhance customer interactions, drive loyalty, and achieve long-term success through a structured roadmap and targeted transformation initiatives.

UX Design

Every customer interaction matters. By viewing things from your customers’ perspective, we create seamless and memorable experiences at every touchpoint.

We use proven methods like customer journey mapping and persona analysis to spot friction points and streamline your interactions. Our practical approach helps your brand stand out by creating experiences that customers genuinely value.

CX Operations & process improvement

Consistently delivering outstanding experiences isn’t easy, especially when internal processes aren’t aligned.

We help you improve how your teams collaborate, making sure everyone is pulling in the same direction. We simplify operations and make sure your processes are clearly aligned with customer needs. The result is smoother interactions, better service, and increased customer satisfaction.

Performance measurement & governance

Real progress depends on clear measurement. By establishing customer-centric metrics, Voice-of-the-Customer programs, and governance frameworks, we ensure CX strategies are data-driven and actionable.

Our approach covers CX strategy and KPIs, measurement framework design, solution implementation, and insight-driven change management. Our structured approach helps you easily track your progress and quickly make adjustments. You’ll know exactly where to focus to deliver better experiences and keep your customers coming back.

CRM, CXM & marketing technology solutions

The right technology helps you build stronger customer relationships. We help you choose CRM and marketing tools suited specifically to your business objectives and customer expectations.

Our team manages seamless software implementations, whether it’s SAP CRM/CX, Microsoft Dynamics 365, or other tools. We make sure new technology integrates smoothly into your daily operations, helping your team deliver a consistently excellent customer experience.

In addition to CX platforms, we support organizations in leveraging digital marketing technologies to enhance customer engagement and conversion. From marketing automation and campaign management to SEO, PPC, and analytics, we ensure that digital strategies are seamlessly integrated into the overall customer experience. By aligning marketing technology with CRM and CX initiatives, we help brands create consistent, data-driven interactions that strengthen customer relationships and drive business growth

Read more about the Digital Agency offering here.

Customer-centric culture & employee experience

Exceptional customer experiences begin with motivated and customer-focused employees. We help you build this culture within your organization through practical training, clear communication, and targeted change management.

The result is a committed team that understands how to create positive customer interactions every day. When your teams succeed, so does your business.

Marketing & brand strategy

A strong marketing and brand strategy ensures that businesses connect with the right audiences through the right channels. We help organizations develop compelling brand positioning, execute data-driven market research, and design marketing strategies that drive engagement and revenue.

By combining qualitative and quantitative insights, we refine customer segmentation, optimize go-to-market strategies, and craft messaging that resonates with target audiences. Our expertise spans brand development, digital and traditional marketing, and omnichannel activation, ensuring that every touchpoint reinforces a strong, differentiated brand presence.

Market research

Understanding your customers is essential to effective marketing. Our approach combines practical, clear research methods like competitive analysis, market segmentation, and voice-of-customer studies.

We help you quickly identify trends and uncover opportunities that you can act on immediately. With clear insights, your business can anticipate market changes and stay ahead.

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