Voice of Customer (VOC) &Client Experience (CX)
Turn client insight into growth.
We design evidence-led CX and Voice of Customer systems that eliminate guesswork, surface what really matters, and drive measurable gains in retention, loyalty, and revenue.
Who do we help?
CX and VoC Programs can (and must) deliver revenue - not just Satisfaction Scores.
Even businesses with high NPS or strong CSAT scores often face stalled growth, frustrated clients, or declining retention. The problem isn’t a lack of data—it’s how it’s used.
We work with clients who need to overhaul their VoC and CX strategies, who are often facing these challenges:
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Unexplained churn despite strong NPS scores
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Fragmented or anecdotal client feedback
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Limited commercial returns from current CX systems
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Disjointed customer journeys harming retention and growth
Without a structured customer insight system - one that links directly to your business model - your feedback loops are of little value. Even the best-intentioned CX programs can become expensive guesswork.
From B2B SaaS organisations struggling with retention, to financial institutions unable to connect CX data with product strategies, and consumer brands facing fragmented client insights, we specialise in turning client voices into actionable commercial insight.
How do we help?
CX and VoC Systems Engineered for Growth
We deliver a comprehensive service that helps you turn client feedback into commercially valuable action.
Using our proven four-step LIPA framework we:
LISTEN – Comprehensive Feedback System:
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CX Audit & Recommendations Report highlighting immediate gaps
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Multi-channel VoC Architecture (Surveys, Interviews, Analytics Integration Plan)
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Behavioural Analytics Framework (early churn signals, predictive client engagement)
INTERPRET – Insight into Actionable Intelligence:
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Thematic Insights Report, showing patterns by client segment and journey
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Root Cause Analysis Mapping, identifying hidden churn and dissatisfaction drivers
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Early-Warning CX Dashboard, flagging high-value client dissatisfaction proactively
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Cross-functional Insight & Alignment Workshops to ensure company-wide buy-in
PRIORITISE – Revenue-Aligned CX Strategies:
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Revenue Impact Matrix, prioritising improvements based on financial value
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Segment-Level Risk Assessment highlighting segments with greatest revenue risk
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Clear, commercially grounded CX Action Plan
ACT – Operational Embedding:
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CX Governance Blueprint & Escalation Model clearly defining accountability
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Frontline & Product Team CX Playbooks ensuring consistent action
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Executive-level CX and Revenue Dashboards linked directly to KPIs
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Internal Capability-Building Program (team training, ongoing support)
What's in it for you?
Evidence-led systems, real business outcomes, and zero guesswork to turn customer feedback into lasting revenue.
What sets us apart:
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Growth-first CX: We link every CX and VoC initiative to revenue impact
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Tailored dashboards: We tailor systems to your decision-making structure
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Execution support: We don’t stop at insight—we help you act
Clients dedicated to LIPA principles can experience:
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15–30% uplift in retention rates
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10–20% improvement in customer lifetime value
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Improved internal alignment, reduced friction, and stronger accountability across teams