Unlock valuable business opportunities and retain key clients with our tailor-made, multidisciplinary CX framework.

Ensuring all elements in an organisation come together.

Services Strategy

By extracting key customer research insights, we develop an action-focused CX strategy that is in line with where your business wants to go. This strategy provides your team with a CX blueprint that they can use to guide them, making sure that everyone is on the same page, and working toward a shared vision.

The level of customer service that a brand provides has a significant impact on how customers view that brand. Making it easy for customers to solve specific issues they might have with your products is just one aspect of offering good customer service; it filters further into each division, from the tone used in an email, the follow-up we do after a service has been provided to the response to feedback on a design. At the core of it all, Customer Experience cuts across every part of an organisation:

  • Product Development
  • Information & technology
  • HR
  • Sales & Marketing
  • Finance & Compliance

The success and smooth working of each aspect of your business stem from your Customer Experience. A CX strategy supports this success, by keeping one objective in mind – keeping your customer happy.

“Loyalty is when people are willing to turn down a better product or price to continue doing business with you.” – Simon Sinek

Why do you need a CX Strategy?

Most businesses focus on the organisation instead of their number one asset, the customer. This is called the inside-out approach, which puts you at risk of high customer churn and often results in having to invest in an expensive client acquisition strategy. Acquiring a new customer can cost you 5 times more than retaining an existing customer (Invesp Consulting: Customer Acquisition vs Retention).
To avoid having to go down this expensive road, the best thing your company can do is have a robust CX strategy in place that is geared toward client retention, risk mitigation, and identifying cross and up-sell opportunities. Did you know that the online marketplace has led to the number of customer touchpoints growing by 20% every year? This means that having an integrated customer journey becomes vastly more complex, and why having an effective CX strategy in place will serve you.
With cross-sector experience and expertise, we will work with you to design and implement a CX strategy that is underpinned by data-driven customer insights. This will ensure you offer a market-leading customer experience that is streaks ahead of the competition.

“We take most of the money that we could have spent on paid advertising and instead put it back into the customer experience.” Tony Hsieh, CEO, Zappos

Our clients’ experience


"We have received very valuable feedback which highlights where we are at risk of losing a client and also where we are doing well and what opportunities we can build on. Getting closer to the customer is of top strategic importance. nlightencx has helped us start that conversation with our clients, which is something we haven’t been very good at in the past. They are very hands on and involved. They are the easiest service providers that I have had to deal with. "


Get in touch

Need help with your CX strategy?

Drop us a message below and we’ll be in touch to discuss the best course of action for your business.

Enhance your CX to take your business to the next level.
Customers remember the service a lot longer than they remember the price.” Lauren Freedman, Author, It’s Just Shopping

Our Approach

Great Customer Experience is the sum of every interaction a customer has with your business that determines how they perceive it. Whether it’s a once-off encounter or a culmination of experiences with your employees, systems and channels, services, or products, every touchpoint plays a role in how your client feels about you. By developing and implementing a robust CX strategy, your business can enjoy increased customer loyalty and repeat sales.

In many B2B organisations, 20% of your key clients will give you up to 80% of your sales. To ensure that you retain this key business, you have to be willing to really listen to what your clients are saying. This can sometimes generate some hard-to-hear results, which is why using an outsourced Client Experience (CX) service provider can assist with a more objective analysis.

Our approach is to partner with you to enhance your customer experience, in every interaction, from the outside in.

To this end, we have grown a prominent network of local and international customer and client experience experts, allowing us to combine international best practice with local insight.

As multi-award-winning multidisciplinary CX agency, our highly-skilled team of CX professionals will enable you to consistently deliver exceptional Client and Customer Experiences.

By partnering with us, we will work with you to develop a fail-proof CX plan that will:

Our Goals
Uncover Growth Opportunities
Our Goals
Mitigate Risk and Retain Key Clients
Our Goals
Boost Brand Value and Perception

Our CX Services

We use an award-winning multidisciplinary approach to tailor end-to-end CX solutions and methodologies for your business.


Voice of the Customer (VoC) CX Research Framework

Our in-depth Voice of the Customer research framework (VoC) is designed specifically to help you understand the “why” of the measurements through meaningful, actionable, and drivable feedback. Our promise with our VoC offering is to give you meaningful, actionable insights that work to retain your clients and grow your business.


Real-Time Research Platform

Proactively address your customers’ needs in real-time, with nsights real-time reporting platform; a proprietary online platform that allows immediate access to customer feedback in a seamless and easy-to-use way to drive CX changes.


Client Experience Strategy

By extracting key customer research insights, we develop an action-focused Customer and Client Experience strategy that is in line with your business goals. This strategy provides your team with a solid CX blueprint that they can follow, which will ensure everyone is on the same page, and working toward a shared vision.


Bespoke CX Training

Equip your management teams with the framework, knowledge, and skills to deliver world-class customer experiences. We offer various open and customised CX training, as well as our signature SETA-accredited Train-the-Trainer Programme.


Customer Journey Mapping

Used by the world’s most successful businesses, Customer Journey Mapping (CJM) has become the go-to method for designing and redesigning the customer experience. An indispensable business tool, we teach you how to think like your customer and experience your product or service as they do.


Customer Experience Redesign

Using specialised key design thinking principles, we’ll help you redesign and optimise your existing customer journey, as well as work to identify and develop new best-in-class experiences to set you apart from your competition.


Improve your customer experience

nlightencx shares the latest CX tips, trends and articles on how to create the ultimate experience for your customers.

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