Experience Services

T&H CX > CUSTOMER EXPERIENCE AGENCY > EXPERIENCE SERVICES

Define the right experience strategy — insight-led, commercially aligned and designed to balance customer needs with business ambition

Our difference

Insight without action is wasted. Our difference lies in how we transform research into clear, commercially aligned priorities. We bring senior, client-side expertise to help leaders unite behind a shared CX vision, turning strategy into tangible outcomes.

Powerhouse in CX Transformation

We help organisations lay the foundations for sustainable growth. From audits and personas through to segmentation and roadmaps, our work creates clarity and focus. By cutting through complexity, we bring direction to your customer strategy, ensuring every decision is anchored in evidence and aligned to your business ambition. The outcome: experiences that build loyalty, trust and measurable long-term value.

Experience Services

We define the right experience strategy—grounded in insight and aligned to your ambition. Our work turns research into clear priorities and a practical roadmap that balances customer needs with commercial goals.

Experience

CX audits, blueprints & benchmarking
Service blueprints
CX strategy & roadmaps
Customer research & personas
Segmentation
Lifecycle optimisation
Product strategy
Voice of customer (VOC)
Employee experience (EX)

Collaboration not process. Working side-by-side with you to reach your objective

Defined Scope

Ideal for organisations with a clear outcome in mind. We deliver projects against agreed milestones and success measures—whether that’s a customer research program, a new loyalty strategy or a product development initiative.

Retainers

Best when you need ongoing expertise and guidance. A retainer provides flexible access to our senior team, embedding us as an extension of yours. We continuously review progress, adapt priorities and provide enablement across strategy, activation and delivery.

Embedded

Perfect when transformation requires deep integration. We operate as a fully functioning member of your team, working side-by-side on the ground. This approach accelerates adoption, builds internal capability and ensures our expertise directly strengthens yours.

Optimising Velocity’s approach to partnerships through qualitative research

Through research, Velocity Frequent Flyer wanted to unlock insights to help them gain a deeper understanding of the 'voice of the partner' in order to optmise their partnerships

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CX audit & customer engagement strategy

Qudos conducted a comprehensive CX Audit of the current state before developing a Customer Engagement Strategy and roadmap of initiatives and works to provide a clear and well-defined plan of action to strengthen Qudos' position in the market and contribute to its core value - 'Customer First'.

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