Expertise
Customer Experience Consulting
Find out where your customer journey loses people, fix every interaction that matters and turn a smoother experience into loyalty and revenue, with a founder-led team.
Talk to the foundersWhat you get with Authect's customer experience consulting
Customers judge you on the whole journey, not on a single screen: how easy it is to find you, sign up, get help, pay and come back. We look at every stage of that lifecycle, find the moments that cause frustration or drop-off, and help you fix them in an order that brings the most value soonest.
Because we're a software studio, our advice doesn't stop at a slide deck. The founders lead the consulting and our engineers can build the improvements, from a redesigned onboarding flow to the analytics that show where customers struggle, so the strategy turns into changes your customers actually notice.
What we do
What's included in our customer experience consulting
Four connected areas of work, which we combine to fit where your customer experience stands today.
CX strategy
We build a customer experience strategy that covers not only customers but also the employees and partners who serve them, because a poor internal tool often shows up as a poor customer experience. It sets out the experience you want to deliver, the gaps to close and a prioritised roadmap, with clear owners for each step.
Research and analysis
We study how customers use your products and services today, through interviews, usability sessions, support tickets, reviews and a close look at your competitors. The result is an honest picture of what works, what frustrates people and where they give up.
Data-driven insights
We analyse your product analytics, sales and support data to find patterns: where customers drop off, what predicts churn, which customers are ready to upgrade. Where the data is missing or unreliable, we set up the tracking and dashboards to collect it properly.
Voice of the customer
We design programmes that collect customer feedback continuously, through in-product surveys, interviews and review monitoring, and route it to the teams who can act on it. Customers see their feedback make a difference, and you see trends before they become problems.
Service benefits
What you can achieve with customer experience consulting
A better experience pays off in several ways at once. These are the outcomes we design for and help you measure.
- 01
Happier customers
Removing the friction customers feel most strengthens your reputation and gives people a reason to choose you over a competitor with a similar product.
- 02
More revenue from every customer
Improving each stage of the lifecycle, from onboarding to renewal, opens up upselling and cross-selling opportunities and increases the value of every customer over time.
- 03
Stronger loyalty and retention
We use customer feedback and behaviour data to understand why people stay and why they leave, then reinforce what keeps them coming back.
- 04
Less churn
Spotting the early signs of dissatisfaction, such as unanswered tickets, falling usage or failed payments, lets you step in before a customer decides to leave.
- 05
More efficient operations
Many customer complaints start with slow internal processes. Simplifying workflows and giving your teams better tools shortens response times and frees people for more valuable work.
- 06
Security and compliance built in
In regulated industries such as finance, insurance and healthcare, we design experiences that are easy to use and meet your data protection and regulatory obligations.
Our process
Our customer experience consulting process
Six steps take you from understanding today's experience to improving it continuously, with measurable goals agreed at the start so you can see the difference.
Industries
Industry-specific use cases for customer experience
Healthcare
Patient journey mapping from booking to follow-up, voice-of-the-patient programmes, patient-centred design for portals and apps, personalised reminders, patient relationship management and support tools, plus feedback surveys that respect privacy rules.
Insurance
Journey mapping for quotes, policies and claims, data-driven customer insights, testing and optimisation of key flows, personalised offers, CRM and service design for claims support, and loyalty programmes that reward customers who stay.
Fintech
Onboarding and verification journeys that don't lose customers, customer insights from transaction and support data, testing and optimisation, personalisation, consistent omnichannel banking and payments, CRM, service design and loyalty programmes.
Energy
Journey mapping for sign-up, billing, moving home and switching tariffs, user-centred design for self-service apps, personalised energy insights, CRM, support and service design, and loyalty programmes for customers on renewable plans.
Case studies
Recent work from Authect
Mobile AppReact NativeSupabaseBredinoBredino: Verified Matchmaking & Breeding Platform for Purebred Animals39App Screens100%Verified Docs109Automated Tests
FintechTradingArtificial IntelligenceSmartTraderSmartTrader: Technical Analysis & Automated Trading Platform100k+Active Traders< 20msLatency50+Smart Tools
HospitalityFoodTechSaaSFoodNotifyFoodNotify: F&B Management & Automated Kitchen Operations Platform30k+Locations15%Cost Reduction100+Integrations
Why Authect
Why improve your customer experience with Authect
- 01
Advice from the people who build
The founders lead the consulting, and our senior engineers build the changes. Recommendations are realistic about effort, and nothing gets lost in a handover between a consultancy and a development agency.
- 02
Evidence before opinions
We base priorities on what customers say and what the data shows, and we test changes with real users before rolling them out widely.
- 03
Small changes, shipped early
Instead of a long programme with results at the end, we look for improvements you can ship in weeks, then build on what works.
Insights
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FAQs
Customer experience FAQs
What is customer journey mapping?
Customer journey mapping is a visual way of tracking every interaction a customer has with your organisation, from first hearing about you to buying, using, getting support and renewing. It shows the steps, channels, emotions and pain points along the way, so product, service and marketing teams can see where the experience breaks down and what to fix first.
Why is customer experience important for businesses?
When products and prices are similar, the experience is often what makes customers choose you, stay with you and recommend you. A better experience usually means higher conversion, lower churn and lower support costs, which add up to more sustainable growth.
How do you implement an effective customer experience strategy?
Start with research rather than assumptions: talk to customers, study the data and map the journey. Then set measurable goals, fix the highest-impact problems first, and put feedback loops in place so you keep learning. The strategy only works if it turns into real changes in your products and processes, which is where our engineers come in.
How is CX different from UX?
User experience is about how people use a particular product or interface. Customer experience covers the whole relationship, including marketing, sales, onboarding, billing and support, across every channel. Good UX is part of good CX, and we work on both.
How long before we see results?
Research and journey mapping usually take a few weeks, and we aim to identify quick wins you can ship soon after. Larger changes are planned in a roadmap, with metrics agreed at the start so you can see the effect of each improvement.