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Experience Management

Elevate Your Business with Holistic Experience Management

At Davidson, we understand that the key to a thriving business lies in exceptional experiences – for both employees and customers. Our Experience Management (XM) offering is designed to help your organisation measure, analyse, and improve these critical experiences to drive performance and achieve outstanding results.

Why Experience Management?

Experience Management is a comprehensive approach that optimises customer and employee interactions using data insights, enhancing satisfaction and driving business performance. By implementing XM, businesses can: 

Davidson logo
Davidson logo
Davidson logo
Davidson logo

Increase Customer Attraction and Retention: Deliver memorable moments along the journey

Enhance Employee Engagement: Boosting service delivery and wellbeing

Improve Profitability: Streamline operations and productivity

Reduce Risk: Identify potential issues before they escalate

A group of business people are having a meeting in an office.

Employee Experience (EX)

Our Employee Experience services aim to enhance every interaction an employee has with your organisation, from the first day to the last. Benefits of focusing on EX include:


  • Creating a winning and high-performance culture
  • Increasing employee job satisfaction
  • Recruiting and retaining talent more effectively
  • Turning employees into brand advocates



Our EX Services Include:

  • EX Program Roadmap Design
  • Survey Design Advisory
  • End-to-End Survey Project Management (Annual Engagement, Pulse, Diversity, Wellbeing, Psychological Safety, Candidate Experience)
  • Results Delivery and Executive Insights
  • Action Planning and Recommendations
  • Qualtrics Platform Training and Support
  • Bespoke Measurement Programs


Our CX Services Include:

  • Current State CX Assessments
  • CX Strategy and Roadmap Design
  • Customer Journey Mapping
  • Survey Design Advisory
  • End-to-End Survey Project Management (Customer Satisfaction, Voice of Customer, Digital CX Analytics)
  • Bespoke CX Advisory and Performance Metric Frameworks

Customer Experience (CX)

Customer Experience focuses on every interaction customers have with your organisation throughout their journey. Benefits of a strong CX strategy include:

 

  • Boosting sales and revenue
  • Increasing customer loyalty, satisfaction, and advocacy
  • Driving a customer-centric culture
  • Personalising interactions and experiences
  • Reducing customer inquiries and churn
  • Enhancing online and in-store sales conversions

Customer Experience (CX)

Customer Experience focuses on every interaction customers have with your organisation throughout their journey. Benefits of a strong CX strategy include:

 

  • Boosting sales and revenue
  • Increasing customer loyalty, satisfaction, and advocacy
  • Driving a customer-centric culture
  • Personalising interactions and experiences
  • Reducing customer inquiries and churn
  • Enhancing online and in-store sales conversions



Our CX Services Include:

  • Current State CX Assessments
  • CX Strategy and Roadmap Design
  • Customer Journey Mapping
  • Survey Design Advisory
  • End-to-End Survey Project Management (Customer Satisfaction, Voice of Customer, Digital CX Analytics)
  • Bespoke CX Advisory and Performance Metric Frameworks

Our Expertise

Bec Norton

Bec Norton

Senior Partner, Advisory

Bec is an accomplished strategist and designer in people and customer experience who has worked with clients across Australia, New Zealand, and Southeast Asia. Bec supports clients and executive teams to design services and product experiences through a human-centred design approach.

Mobile: 0403 644 694

Email: rebecca.norton@davidsonwp.com

Bec Norton

Cameron Norton

Partner, Experience Management

Cameron brings extensive experience in guiding organisations through the complexities of Experience Management. His strategic approach ensures that clients achieve tangible improvements in both employee and customer experiences.

Mobile: 0400 913 843

Email: cameron.norton@davidsonwp.com

A group of people are standing in a room talking to each other.

Partnering with Qualtrics

To deliver the best XM solutions, Davidson partners with Qualtrics, the leading provider of experience management technology platforms. This partnership enables us to deploy robust technology solutions that help organisations understand, measure, and analyse their EX and CX performance for better decision-making.

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