Nunwood has re-launched its UK, US, Australian and New Zealand businesses with a new model which focuses on 'insight-powered customer experience management' (CEM).
The move follows the agency's recent acquisition of California-based training and change management consultancy Retention Specialists, which Nunwood says complements its existing CEM service with frontline implementation expertise.
Additionally, that acquisition has built on a number of CEM investments and hires, which began two years ago with Nunwood's takeover of customer and employee research specialist The David Conway Consultancy, whose founder now serves as the agency's Chief Strategy Officer.
Through the re-launch, Nunwood has positioned itself to offer a service spanning journey mapping, tracking research, issue diagnostics, real-time feedback systems, change management and staff training. The offer is built around expertise in segmentation, proposition development and shopper insight.
The service also includes access to the company's Customer Experience Excellence (CEE) programme, which involves an international investigation of which organisations excel, why they do so, and what can be learnt from their successes.
Global Managing Partner Andy Moore (pictured) outlines the reasons behind the re-launch: 'Over the last year we've seen 42% growth in our customer experience management practice, which has led to some of our most exciting, effective work for clients worldwide. This is a natural space for insight professionals to evolve into: building on our established customer, brand and product expertise, but tying it together with a joined-up approach to creating outstanding experiences.'
Web site: www.nunwood.com .
All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.