• Establish investment priorities

    Get expert guidance in creating your own customer experience strategy, gaining insight into your current performance and aligning investments with your short and long-term priorities. 

  • Deliver omnichannel human experiences

    Put the customer at the heart of your interactions regardless of their contact channel with seamless, data-driven omnichannel experiences. 

  • Delight customers and employees

    Drive positive customer experiences, deliver more convenient interactions and services and build a customer-oriented infrastructure that leads to improved satisfaction, happier employees and better business outcomes.

Our customer experience framework 

Four steps to customer-centric excellence 

Delivering the right customer experience requires empathy from your employees and a customer-centric approach that runs throughout your organisation. Our framework will guide you from developing an initial customer experience strategy through to exploring the technologies and innovations that can bring it to life.  

We begin by building a customer experience strategy that encapsulates your priorities and ambitions, and provides insight into your organisation’s differentiators. We will then examine the processes you currently have in place and how they can be improved.   

Next, we’ll look at your customers, measuring satisfaction in a continuous feedback loop so you can adjust and improve your experiences as you add new features and capabilities. At this stage, we will also start to place an emphasis on delivering consistent, omnichannel customer experiences.  

We’ll also work with you to make data a central part of your process, so you can use actionable insights to advise and inform the customer in a way that feels relevant, personalised and consistent. 

Finally, our framework will help you to explore and implement new paradigms and technologies, like AI and chatbots.



For more details, please visit the Novius (a company of Royal HaskoningDHV) website (Dutch only).

See our work in action

Read the case studies below to see how we’re helping organisations like yours deliver the personalised and consistent human experiences that generate true brand loyalty.

Talk to our business consultant today

Training and education

Learn more about our Academy and other services with our training and education resources here.