How we work
Collaborative solutions for lasting growth and success
Driven by our mission, our vision, our values and …
… your needs
Our customers' needs and goals, our vision, our mission and our values drive everything we do.
At Connected CX, we focus on resolving your business challenges with a tailored, collaborative approach. We don’t believe in one size fits all solutions – instead we work closely with you to understand your unique issues. They could include declining revenue, poor customer or employee retention or internal team conflict and low employee morale.
Using proven tools and strategies, we analyse the root causes of your challenges, consult with your team, and create actionable solutions. Together, we'll drive sustainable growth, improve experiences for both customers and employees, and help your business thrive.
Find out more about people-powered business success.
The Connected CX vision
"Our vision is to create a future where businesses thrive by prioritising the experiences of both customers and employees, leading to stronger loyalty, increased engagement, and sustainable success."
The Connected CX mission
"Our mission is to help businesses build a foundation of lasting relationships by improving customer and employee experiences, boosting retention, satisfaction, and revenue through actionable insights and collaboration."
The Connected CX values
Integrity
We believe in doing the right thing, always. You can trust us to act transparently, ethically, and with your best interests at heart. Integrity underpins everything we do, from how we approach challenges to how we deliver solutions.
Curiosity
We never stop asking questions. Curiosity drives us to dig deeper, uncover hidden opportunities, and find innovative ways to help your business grow. We embrace learning and use it to create solutions that truly work.
Empathy
We understand that businesses are built on people - customers, employees, and leaders. By putting ourselves in your shoes, we ensure our solutions address the real challenges you face, creating meaningful results for everyone involved.
Collaboration
We don't just work for you—we work with you. Collaboration is at the heart of our process. By partnering closely with your team, we co-create strategies that are practical, impactful, and aligned with your goals.
Innovation
We don't settle for outdated approaches. Innovation means we bring fresh ideas and cutting-edge tools to every project, ensuring your business stays ahead of the competition and continues to grow.
Why customers value the work we do and the outcomes we create
Customers value Connected CX because we deliver results with a personal, hands-on approach. Our expertise in customer and employee experience is matched by our dedication to understanding your unique challenges. We work with you as partners, combining insight, collaboration, and actionable strategies to create lasting improvements in revenue, retention, and satisfaction.
Find out more about people-powered business success.
The Connected CX success-driven process
The Diagnosis
We start with a free audit and collaborate with you to map key stakeholders and identify the employees to involve in the diagnostic process. Through in-depth interviews, we uncover insights into your business’ concerns, and opportunities. The result is a detailed report highlighting specific areas for improvement and actionable insights to guide the way forward.
Create Solutions
Using the findings from our report, we co-create tailored solutions to address your unique challenges.
We help you to clearly articulate the benefits of these solutions to senior stakeholders, aligning them with your business goals and delivering tangible results. There’s no one-size-fits-all approach—every solution is designed to meet your specific needs, and your customer experience maturity.
Implementation
Once we’ve agreed and prioritised the solutions, we develop a clear implementation plan. This includes defining roles, responsibilities, milestones, and timelines, as well as establishing a governance structure to keep the project on track.
We keep senior stakeholders informed with regular updates and adopt a test-and-learn approach, refining the solutions to ensure the best outcomes.
Measure and Evaluate
We help you define clear success metrics and goals for every solution, ensuring all stakeholders agree on what success looks like. By evaluating outcomes and using data to inform decisions, we make recommendations for further improvements. We also equip your team with the knowledge and tools needed to continuously enhance customer experiences and achieve long-term business success.