A new company has launched in Bath, dedicated to helping businesses work to love their clients through a managed customer service experience.
CXCo is a Customer Experience (CX) consultancy and specialises in helping client organisations to measure, develop and manage their CX delivery.
In the age of the consumer where the fortune and financial well-being of brands is in the hands of its customers, CX management has never been so important.
The new venture has been conceived and developed by the people behind the South West’s fastest growing creative agency Mr B & Friends.
Operating as a sister company to the main agency, CXCo will focus on helping clients to understand the commercial relevance of customer experience management and development.
CXCo has created a strategic partnership with leading UK CX assessment provider Investor in Customers (IIC) and will be using their diagnostic tool to measure and assess customer experience delivery within a broad range of business and consumer brands.
Brands such as AXA, Legal & General, Pilkington Glass and several Tui travel brands use the IIC model to measure and evaluate their customer experience delivery performance.
The new company will also offer a range of CX development services that include: people development, service design, UX strategy, customer journey enhancement and Net Promoter programmes.
Simon Barbato, CEO across both companies commented: “I’ve been actively involved and exposed to customer experience management for around six years with IIC on a number of high profile client accounts.
“It’s widely accepted that brand and CX are inextricably linked and that’s why we have set up CXCo – to help our clients to create a truly joined up brand promise and experience that maximises the impact of both.”
“Our objectives are to help our clients in three ways: to achieve more valuable relationships, reduce churn and to heighten advocacy. Achieving this will give our clients a powerful competitive advantage and strong differentiation.”
CXCo, who launches with a team of six, is headquartered in Bath, but there are plans to open a London office within 12 months that will be headed up by Business Development Director Steph Walker, who joined the company from Pearlfinders in April.
