Customer Experience Transformation

If your customers are important to you, keep reading

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  • November 14, 2023

Customer experience makes or breaks your business

Every C-suite in Canada is saying the same thing: customer-led market disruptions are coming faster than organizations can change. It's an endless cycle of reprioritization, realignment, and churn - while trying to stay relevant and profitable. In fact, our recent Annual Global CEO Survey found that 40% of global CEOs think their organization will no longer be economically viable in ten years’ time if it continues on its current course.

What happens when we put customers at the center of everything? How will experiences and operations transform? Suddenly, you’ll be able to define your future with greater confidence and clarity. You can prioritize what to do next, optimize what you’re already doing and uncover new ways to flourish.

Customer experience transformation (CXT) unlocks it all.

CXT can truly transform your business

We ruthlessly focus on what matters most to people. By knowing what’s driving them, we deliver valuable business outcomes, growing revenue, retention and reputation.

We do it by designing customer-centered transformations, manufacturing brand relevance and loyalty, and building unique and optimized interactions that create an emotional connection to your brand.

Our three CX-driven offerings drive lasting value

CX strategy takes many forms: customer research, target customer journeys, service design, voice of customer and CX management, success metrics, prioritization frameworks and more

CX Strategy

Drive customer-centered transformations

CX strategy isn’t an independent initiative or a nice-to-have—it’s inseparable from business strategy. And vice versa. 

Using customer experience as the driving force of change, CXT creates seamless customer experiences across channels supported by process and business operations and enabled by technology. No matter the channel, by putting your customers at the center of everything, we address their most urgent needs while simultaneously delivering enterprise-wide strategic alignment, market relevance and continuous growth.



CXT continuously innovates because human preferences and needs are continuously changing

Brand, product, UX and experience design

Build unique and optimized interactions

Our writers, designers, user experience (UX) specialists and creative thinkers build brands, invent new digital products, make interactions more accessible and optimize customer experiences—even in emerging spaces like the metaverse. They also design for new interactions with generative AI or mixed reality.



You’ll find our influence wherever you find people. That means both customers and employees

Marketing and digital channels

Deliver efficient growth

We help clients scale their B2B and B2C offerings—from marketing strategies to go-to-market approaches to channel optimization. By leveraging customer data and martech investments, we help marketers differentiate their brands to build strong, profitable customer connections while doing more with less. That can mean building robust marketing and/or loyalty strategies supported by analytics, refining eCommerce experiences to deliver better results, creating and testing behavioural interventions, and evolving branding and communications.

CXT leadership team

Susan Sharp

Susan Sharp

Partner, Customer Experience Transformation, National Lead & Financial Services

"Interested in understanding how to drive profitable growth through customer experience transformation in financial services? Let's chat!"

Nadir Hijiri

Nadir Hirji

Partner, Customer Experience Transformation Technology, Media & Telecommunications

"Want to drive new sales, improve retention or decrease process complexity using a customer-centric approach? I’m your go-to!"

Katie Monteith

Katie Monteith

Partner, Customer Experience Transformation, Goverment and Public Service

"If you want to transform public services to create seamless experiences for citizens, let’s talk!"

Imran Merali

Imran Merali

Partner, Customer Experience Transformation Energy and Utilities

"I can help accelerate the energy transition, improve customer experience and reduce costs."

Jon Finkelstein

Jon Finkelstein

Executive Creative Director Customer Experience Transformation

"Let me show you how brand-building and creativity super-charge business value!"

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