Better customer journeys drive repeat purchases, upgrades, and loyalty program participation across touchpoints. This increases lifetime value by strengthening retention and reducing churn caused by friction points.
Customer Experience Consulting
Customer experience consulting improves user journeys and aligns digital experiences with customer expectations through conversion, omnichannel optimization, brand design, and product metrics.
Drive growth and ROI through customer experience
Clearer messaging and smoother conversion paths make marketing spend more efficient. Optimized journeys reduce acquisition costs by improving conversion rates and lowering wasted spend across channels.
Consistent service and intuitive digital interactions strengthen customer trust and advocacy. This drives higher Net Promoter Score by delivering seamless experiences that turn customers into brand advocates.
Customer experience consulting services
We combine CX expertise and enterprise delivery to help companies achieve 25–95% profit lift through 5% better retention and 10–25% conversion.
We connect websites, mobile apps, CRM, support, social media, and offline touchpoints into one CX ecosystem. Clients achieve up to 15–25% better retention and higher customer satisfaction through seamless sales and service journeys.
Andersen can ensure:
- Channel mapping covering online, offline, sales, support, and service touchpoints;
- Omnichannel alignment between CRM, support, marketing, sales, and digital systems;
- Experience continuity improving retention, customer satisfaction, and engagement.
We analyze how customers behave, what they expect, and where they face friction across products, services, and channels. This helps clients uncover the root causes of churn, weak engagement, and low conversion — resulting in retention improvements of up to 15–25% and conversion increases of 10–25% within 3–6 months.
We help with:
- Customer research based on interviews, surveys, usability testing, and feedback analysis;
- Behavioral analytics covering funnels, cohorts, product usage, and support interactions;
- Actionable insights translated into clear priorities for improving customer experience.
We evaluate existing customer journeys, touchpoints, workflows, and interactions to identify where CX quality, speed, or consistency breaks down. This helps clients understand how their CX compares with competitors and industry standards — typically uncovering up to 20–40% friction reduction potential and up to 10–25% conversion lift potential.
Reach out to Andersen for:
- CX journey audits focused on friction points, weak touchpoints, and service gaps;
- Benchmarking comparing your current customer experience against goals and competitor practices;
- Action plan with high-impact changes, all mapped to key metrics, costs, and expected business value.
We develop a practical CX strategy that connects business objectives, customer expectations, digital touchpoints, and service operations. This helps clients turn scattered initiatives into a roadmap for measurable growth — typically delivering up to 15–25% higher retention, up to 10–25% higher conversion rates, and up to a 10–25-point increase in NPS within 6–12 months, with support from our Product Design, Digital Marketing, and Visual & Branding Design teams.
Contact Andersen for:
- CX roadmap covering acquisition, activation, retention, referral, and revenue stages;
- Experience principles that help teams deliver experiences consistently across channels;
- Strategic priorities mapped to business goals, metrics, and expected value.
We create CX design systems that unify interfaces, content, visual patterns, and interaction rules. This helps clients maintain consistency, accelerate delivery, and support long-term digital transformation.
Andersen is a match when you need:
- Design system setup with reusable components, UI rules, and accessibility standards;
- Brand consistency guidelines covering visual, verbal, and interaction patterns;
- Governance model for maintaining, updating, and scaling CX standards across teams.
We design digital products and interfaces that prioritize usability, accessibility, and customer satisfaction. As a result, users typically complete tasks 25–40% faster, support tickets drop by 30–50%, and CSAT rises by 15–25 points within 3–6 months.
Contact Andersen for:
- UX/UI design focused on navigation, task flows, and customer effort reduction;
- Prototyping and usability testing that validate designs before development;
- Interface optimizations tied to KPIs, budget, and projected ROI.
Your customers expect messages that feel relevant, timely, and human. We build lifecycle marketing programs that meet them where they are — across email, social, paid, and owned channels. The result: up to 25–50% more repeat purchases, up to 20–35% higher engagement rates, and up to 10–20% revenue growth within 6–9 months, driven by Digital Marketing experts who know how to turn insights into action.
What you'll get:
- Segmentation and journey-based messaging that speaks to each customer's needs;
- Campaigns designed to acquire, retain, and win back high-value users;
- Automation workflows aligned to strategic objectives, performance targets, and measurable outcomes.
Inconsistent visuals confuse customers and erode trust. We create cohesive brand systems that feel familiar across every touchpoint — from your website and app to emails, forms, and offline materials. Clients typically see 20–30% stronger brand recall, 15–25% higher form completion, and 10–25 point NPS gains within a year, with Visual & Branding Design teams ensuring every pixel reinforces your story.
Here's how we help:
- Brand guidelines that lock in colors, typography, tone, and visual language;
- Cross-channel consistency so customers recognize you instantly, online and off;
- Visual refinements driven by brand objectives, success metrics, and long-term value.
Meet our Expert
Igor Netakhata
Head of Design Department
20+
years in leadership
180+
projects led
200+
experts managed
Igor leads Andersen's creative, design, and marketing teams, turning brand, CX, and growth goals into measurable results.
- Managing 200+ design, marketing, CX, and analytics experts;
- Connecting brand, UX/UI, SEO, and paid media;
- Turning research into digital experiences that drive revenue.
Customer experience success stories
Explore how Andersen’s customer experience consultants help companies turn complex customer journeys, fragmented touchpoints, and service gaps into clearer, faster, and more engaging digital experiences.
Sweden
Enhancing client engagement with Salesforce
Andersen upgraded Salesforce Marketing and Service Cloud for a Swedish home services provider, unifying email, SMS, and push communications, improving order data access, raising agent productivity by 5%, and increasing NPS by 15%.
Measurable business value of CX consulting
Andersen's CX consulting helps companies drive 10–25% higher conversion, 10–25 point NPS growth, and 25–95% profit lift from 5% better retention — connecting research, design, and execution for measurable business outcomes.
Improved conversion rates
CX improvements remove barriers in forms, onboarding, product pages, checkout, and service touchpoints — lifting conversion by 10–25% and turning more visitors into paying customers. This drives more registrations, first purchases, consultation requests, and upgrades.
Higher customer lifetime value (LTV)
Turn CX into a growth engine — retaining 5% more customers can increase profits by up to 95%. A stronger CX ecosystem boosts repeat purchases, upgrades, loyalty participation, and engagement, increasing customer value while improving satisfaction and trust.
Reduced customer acquisition costs (CAC)
Lower CAC by up to 15–25% through clearer messaging, optimized customer paths, and consistent omnichannel experiences that improve conversion efficiency. This helps companies attract and convert customers more efficiently across digital and offline channels.
Why choose Andersen as your customer experience consultant
Our team combine CX expertise and enterprise delivery to help companies achieve 25–95% profit lift through 5% better retention and 10–25% conversion gains. Unlike other customer experience consulting companies, we connect insights with execution.
Cross-team alignment
We align product, design, marketing, sales, support, and technology teams around shared business goals, CX priorities, and key metrics. This helps companies reduce silos, accelerate implementation, and deliver more consistent experiences across every touchpoint.
Full-funnel CX analysis
We assess customer journeys across awareness, acquisition, activation, retention, referral, and revenue stages. This helps clients identify friction points, uncover opportunities, and prioritize the improvements with the greatest impact on engagement, conversion, and profitability.
Decisions based on VoC
We combine Voice of the Customer data with behavioral analytics, surveys, interviews, usability testing, and support feedback. This allows our customer experience experts to identify root causes, validate assumptions, and recommend improvements based on real needs.
Enterprise-grade delivery
Andersen brings together strategy, design, engineering, analytics, and delivery expertise to support complex CX initiatives at scale. Our customer experience consultancy approach helps clients implement secure, scalable, and measurable improvements.
CX maturity assessment
We help companies with limited CX experience understand how their customer journeys, data, tools, and teams work today. Andersen identifies gaps in research, analytics, measurement, and ownership, then defines the first practical steps for building a structured CX approach.
Data-driven CX foundation
We connect customer feedback, behavioral data, operational signals, and business metrics into a measurement framework. Clients learn which CX indicators to track and prioritize improvements based on customer needs and measurable business impact.
Recognized Design Excellence
We take pride in being consistently recognized by independent organizations for our design expertise, reliable delivery, and ability to create high-quality digital experiences that support measurable business value.
Nielsen Norman Group
Andersen’s talent is certified in UX design expertise and advanced practical skills.
CSS Design Awards
Andersen’s team is acknowledged for high-quality design in delivered solutions.
IAAP
Andersen is recognized for creating accessible products and services.
Testimonials
Our clients rely on Andersen’s customer experience consultants to improve digital journeys, streamline interactions, and deliver measurable gains in customer satisfaction, engagement, and business performance.
End-to-end customer experience consulting process
Andersen's customer experience consultants turn research and strategy into practical improvements, stage by stage across the customer journey.
Identify friction points in customer journeys and prioritize improvements that strengthen retention and drive measurable business results.
FAQ
It helps companies identify friction points, improve customer journeys, and align products, services, and communication channels with user needs. A CX consultant combines research and experience design to provide practical advice on how to transform customer-facing processes and deliver exceptional customer experiences that support measurable business outcomes.
Order a free CX audit
What happens next?
An expert contacts you after having analyzed your requirements;
If needed, we sign an NDA to ensure the highest privacy level;
We submit a comprehensive project proposal with estimates, timelines, CVs, etc.
Customers who trust us
