Skip to main content

Customer Experience

In Today’s World, Customers Have the Power

Transformations fail for one, simple reason: the experience doesn’t meet the customer’s needs. That’s why we take customers on the transformation journey with us—uncovering what drives their decisions across the entire journey to deliver long-term value. Veracity brings people-first design expertise coupled with leading-edge technology to every project.

Small shape icon

We build omni-channel, end-to-end solutions for lasting impact. In short: we help you make your customers feel empowered.

Reinvigorate Your Customer Experience

Everyone understands customers are fundamental to their business. In fact, an organization’s biggest investments are likely spent to improve their customer experience (CX)—from enhancing self-service options, to creating a better website or offering greater channel flexibility. The sole focus on customer-facing touchpoints ignores the impact an incorrect bill, a late order or claim can have on customer satisfaction. It’s clear that there is an intrinsic link between the back office and the success of any CX program. The term “back office” itself implies lesser impact on customer experience, perhaps a better framing would be customer-facing and customer-impacting. When back-office problems exist, they have frontstage consequences: poor service, customer frustration, and inconsistent channels.

Veracity’s customer experience team brings together integrated cross-discipline members, developing strategies that help our clients manage the entire customer experience; both customer-facing and customer-impacting. We partner with enterprises to build data-driven solutions that track every interaction a customer has with a brand, giving our clients a 360-degree view for improving customer satisfaction, building stronger customer service, delivering innovative experiences and fostering brand loyalists.

Our Unique Approach

Let’s be honest. One size fits none. Likewise, no two audiences are the same. Customer needs and expectations vary by business, industry and touchpoint. And so does our approach. We tailor our services to create predictive, prioritized and personalized interactions.

  • Customer Experience Strategy & Business Agility
  • Total Experience Strategy or Service Design
  • Experience Mapping and Journey Mapping
  • Qualitative & Quantitative Research
  • Customer Anthropology
  • Brand Development and Activation
  • Communication Strategy and Engagement Plan
  • Rapid Prototyping
  • Omni-Channel Experience Design
  • Strategic Insights & Investment Analytics
  • Platform Selection & Tool Enablement

Customer Experience Strategy & Business Agility

Veracity will work closely with your organization to prioritize improvement and develop a transformation plan that empowers phased growth. We will help you define a customer-focused vision that’s rooted in organizational change that improves services, touchpoints and processes from a surface-to-core perspective allowing for meaningful and holistic change.

Total Experience Strategy or Service Design

Whether you call it total experience or service design, Veracity can help you create an unparalleled experience for both your customers and employees. Our approach places equal value on both front stage and backstage activities, helping you define better end-to-end customer experiences that improve both customer-facing touchpoints and impacting services or interactions.

Experience Mapping & Journey Mapping

We will work with you to identify your 360-degree view of the customer, combining technical capabilities with user experience depth to map journeys, then seamlessly integrate all data points and interactions for the customer.

Qualitative & Quantitative Research

We employ a variety of methods to get to the heart of your customer and truly understand their journey. User research and insights inform our entire strategy; from designing an experience to crafting a touchpoint—everything we do is backed by data.

Customer Anthropology

We live and breathe your customer to fully understand their world, going beyond demographics to contextualize their experiences into brand value to build loyalty.

Brand Development & Activation

Veracity works alongside your team to build an insight-driven brand that comes directly from customer experiences and feedback. We work with you to bring your unique brand to life throughout the journey at moments that truly matter.

Communication Strategy & Engagement Plan

Developing an effective communication and engagement plan is essential to customer experience strategy. We guide you through the entire process from developing the strategy to execution of the tactical plan.

Rapid Prototyping

We can help rally users and stakeholders around your customer experience vision by employing methods like rapid prototyping and participatory design, where we quickly are able to illustrate ideas and get feedback with less investment of both time and cost. 

Omni-Channel Experience Design

Your brand isn’t one touchpoint or interaction; it is made up of the entire customer journey that should seamlessly both connect and communicate. Whether an ad, email, experience or chat, Veracity can help you bring your brand to life through total experience design.

Strategic Insights & Investment Analytics

We will work with you to understand what data insights are available today and how these can drive improved customer engagement, as well as create opportunities for better managing future investments.

Platform Selection & Tool Enablement

We can help you assess your digital landscape, identify and select the right technologies, then seamlessly implement and integrate the solutions within your enterprise.

Our Unique Approach

Every organization has different needs, and we work alongside you to develop a personalized approach to meet your unique digital transformation needs. Our key areas of expertise include:

Customer Experience Strategy & Business Agility

Veracity will work closely with your organization to prioritize improvement and develop a transformation plan that empowers phased growth. We will help you define a customer-focused vision that’s rooted in organizational change that improves services, touchpoints and processes from a surface-to-core perspective allowing for meaningful and holistic change.

Total Experience Strategy or Service Design

Whether you call it total experience or service design, Veracity can help you create an unparalleled experience for both your customers and employees. Our approach places equal value on both front stage and backstage activities, helping you define better end-to-end customer experiences that improve both customer-facing touchpoints and impacting services or interactions.

Experience Mapping & Journey Mapping

We will work with you to identify your 360-degree view of the customer, combining technical capabilities with user experience depth to map journeys, then seamlessly integrate all data points and interactions for the customer.

Qualitative & Quantitative Research

We employ a variety of methods to get to the heart of your customer and truly understand their journey. User research and insights inform our entire strategy; from designing an experience to crafting a touchpoint—everything we do is backed by data.

Customer Anthropology

We live and breathe your customer to fully understand their world, going beyond demographics to contextualize their experiences into brand value to build loyalty.

Brand Development & Activation

Veracity works alongside your team to build an insight-driven brand that comes directly from customer experiences and feedback. We work with you to bring your unique brand to life throughout the journey at moments that truly matter.

Communication Strategy & Engagement Plan

Developing an effective communication and engagement plan is essential to customer experience strategy. We guide you through the entire process from developing the strategy to execution of the tactical plan.

Rapid Prototyping

We can help rally users and stakeholders around your customer experience vision by employing methods like rapid prototyping and participatory design, where we quickly are able to illustrate ideas and get feedback with less investment of both time and cost.

Omni-Channel Experience Design

Your brand isn’t one touchpoint or interaction; it is made up of the entire customer journey that should seamlessly both connect and communicate. Whether an ad, email, experience or chat, Veracity can help you bring your brand to life through total experience design.

Strategic Insights & Investment Analytics

We will work with you to understand what data insights are available today and how these can drive improved customer engagement, as well as create opportunities for better managing future investments.

Platform Selection & Tool Enablement

We can help you assess your digital landscape, identify and select the right technologies, then seamlessly implement and integrate the solutions within your enterprise.

Accelerate Customer Loyalty

We bring together integrated cross-discipline teams to develop strategies and build data-driven solutions, providing our clients with a 360-degree view of their customers to help them improve relations, deliver superior experiences, create brand loyalists and lead over their competitors. To promote and expedite change, we implement unified customer experience strategies that enhance the customer journey and help you excel in the following areas:

Flexibility

Channel Flexibility is critical to ensuring your customers are getting the most consistent, efficient service no matter which channel they use. Our strategies help you design and build solutions that allow your customers to seamlessly switch between channels without losing context of their conversation or journey. We help manage every interaction, so you can provide better, more personalized experiences based on your customer’s history and behavior, developing solutions built on preference.

Reach

A well-designed customer experience is nothing without visibility. The goal of our customer experience solutions is simple: to help you create greater brand awareness and drive deeper engagement with your customers. We work with you to define strategies that elevate your brand’s presence, build strong relationships and engage in meaningful conversations with your customers for maximum visibility and reach.

Convenience

Great customer service means embracing flexibility—empowering customers to engage on their terms, wherever they want, and whenever they want. That’s why we focus on designing seamless journeys that simplify access to information and communication and put the customer in control every step of the way.

Simplicity

The customer experience journey goes beyond a single brand interaction or a specific channel; it weaves through multiple touch-points across many channels. Our proven approach to designing a cohesive brand story threads a diversity of touch-points into one seamless experience, allowing for intuitive interaction and simple guided journeys.

Personalization

Your customers don’t suffer from a lack of information, they’re drowning in itThat’s why it’s vital to create personalized experiences that cater to individual needs with relevant, targeted content and user-customized features across all platforms. Veracity combines our human-centered design approach with powerful personalization capabilities to deliver design experiences with maximum flexibility so customers can access information and service they need, no matter where they are in their journey.

Strategic Alliances with Gartner® Magic Quadrant Leaders

Devoted in delivering top-tier solutions, we prioritize a deep understanding of the technology platforms we collaborate with. Our success is painted by strong partnerships with key players in the Gartner Magic Quadrant and leading tech products in the industry.