Customer Experience

Transform your brand with Meaningfully Different Experiences

Kantar has redefined Customer Experience with a new framework that drives brand growth and resilience through Meaningfully Different Experiences. By building emotional customer connections with signature-brand experiences, you can predispose more people to expand your customer universe, build resilience for stronger customer retention and merit a higher value proposition

50% Meaningfully Different Experiences help reduce churn

13 strong emotive consistency = 13 points more brand difference

Build a strategic roadmap that unlocks the power of your brand through customer experience.

ExperienceStrength provides a clear understanding of the overall strength of your relationships with customers and how experiences are contributing to brand building. By integrating Kantar’s Meaningfully Different and Salient framework, we assess the impact of experience on brand strength and identify where to focus to deliver meaningfully different experiences.

Transform your customer experience by leveraging your Voice of the Customer programme to deliver Meaningfully Different Experiences.

Capture customer signals at scale and put the data in the hands of people that can make a difference, in partnership with leading platforms via intuitve AI-powered dashboards. Assess your Voice of the Customer programme based on a standardised framework with a clear roadmap for improvement.

Create signature customer journeys that deliver a coherent and memorable brand experience in the moments that matter.

Identify and own the moments that matter along the customer journey. Imprint your brand within these moments to scale salience, and embed and commercialise customer journey thinking within your organisation.

Understand and leverage the value of each customer experience touchpoint using advanced AI infused analytics

Implement advanced AI-driven methodologies to precisely enhance CX coverage across the customer database. Analyse the drivers of CX that impact customer satisfaction and create growth scenarios via simulation. Evaluate the return on investment (ROI) resulting from your experience initiatives.