Customer experience services that delivers real outcomes
With over 25 years of experience, we bring User Experience, Customer Experience and Digital Experience together to create a more complete approach to transformation. By connecting what users need (UX), how customers experience your organisation (CX) and the technology that enables it (DX), I help organisations move beyond isolated improvements to create connected experiences that increase engagement, improve conversion and loyalty, reduce cost-to-serve and ultimately deliver greater business value.
New Contact Services
Crafting the Next Generation of Customer Experience
New Contact offers independent UX, CX & DX strategy, advisory and consulting services, to help organisations grasp their current state, pinpoint opportunities for improvement, and create a future transformation roadmap that prioritises investments to yield meaningful outcomes for customers and your business.
We combine UX, CX and DX to deliver better outcomes
User Experience (UX)
Customer Experience (CX)
Customer Experience (CX)
We make your products and services effortless to use to enhance the user experience which is essential for an effective customer growth strategy
Customer Experience (CX)
Customer Experience (CX)
Customer Experience (CX)
We make every customer contact valuable, to drive customer growth through an effective CX transformation programme
Digital Experience (DX)
Customer Experience (CX)
Digital Experience (DX)
We enable UX and CX initiatives through the right technology stack and platform choices, ensuring a successful transformation outcomes
How we help
Strategy & Advisory
We help organisations understand where they are today, define where they need to be and create a practical roadmap to get there. From customer and user research to experience strategy, AI, technology and platform decisions, I bring together insight, design and digital expertise to solve complex challenges, prioritise the right investments and turn better experiences into measurable business outcomes.
Transformation Consulting
By taking a deep dive into your customer experience ecosystem, we
identify opportunities, challenges, and untapped value that contribute to customer growth. Through comprehensive assessments, the development of robust CX strategies, and transformation roadmaps, we assist organisations in prioritising their customer contact investments to deliver meaningful results
Speaking, Hosting & Charing
Delivering engaging keynote presentations, panel discussions, round-table sessions, and executive workshops focused on the latest trends, challenges, and opportunities in customer experience and customer contact. Providing practical insights and real-world examples that empower audiences to turn CX strategy into action and drive customer growth through effective CX transformation.
Clients we have worked with
Blog posts
How we help
Common challenges where I have been helping customers
It of course depends on many factors, and as my 25+ years of experience spans across all three, I can quickly ascertain what is the right approach based on the outcomes you are looking to achieve.
I can perform a UX Maturity Assessment, CX Blueprint Assessment or Digital Technology Assessment or a combination thereof to identify the root cause and put a plan of action in place.
The first place to start is to identify what the problem statement is, and how this aligns to your vision. If you already know the issues, or the goals you are aiming to achieve you are on the right path. However, may customers I work with simply want to understand the art of the possible. This is where I combine an outside-in perspective of your customer experience and align this to your customers insights (what your data is saying), digital tech stack and identify the pain points and opportunities.
I have a tried and tested CX Maturity Framework, which is a guided self-assessment to see where your business is in relation to market trends, competition and customer expectations. Send me a message to take your self-assessment, and plot your future maturity growth.
There are many AI vendors, solutions, consultancies all shouting the same benefits, outcomes and promises. I can help gain and clear and deep understanding of what is needed to make your choices set up for success within your organisation.
To create a clear business case for any AI intervention, there are several factors to consider and each with a varying degree of options and potential failure points. I can help to create the business case, based on your technology stack, strategy & vision and considering all CAPEX and OPEX costs to determine the ROI - before taking the AI leap.
Winning customer loyalty is about putting the customer first, delivering a seamless experience, and being available to support customers when needed most. I can help create a channel strategy that works for your business with a laser focus on customer needs. I will create a CX strategy across omnichannel through the customer lifecycle to identify pain points and opportunities to improve CX.
Simply send me an email, connect on LI or send me a message to start a conversation. The first meeting will cost you the price of a coffee, no commitment, no fees, just an honest and open conversation.