Customer experience (CX) manager agents

Maps every step customers take, measures how they feel and fixes where they get stuck. Runs NPS as a programme, not a one-off.

• Wenjing, Behavioural scientist: Explains why customers act as they do and what may change it.
• Kirsty, Customer experience analyst: Runs your NPS and satisfaction surveys as a programme, not a one-off.
• Alejandra, Service designer: Maps every step your customers take, and where they get stuck or drift away.
• Fabienne, Mystery shopping programme designer: Fair mystery shop scenarios, scoring forms and results reports that compare every site.

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