We uncover the clues on why your experience management efforts fall short, engineer strategies that resonate with your brand, and ensure that every investment made delivers measurable and distinctive value by aligning emotional truth, collaborative design, and cultural systems.
Research Backed. Human-Centered. System-Focused.
Our methodology blends strategy, design, and execution to help organizations create experiences that build trust, loyalty, and long-term value.
Most CX programs rely on surveys that ask customers what they think. But decades of research show that's not how decisions actually work. People don't choose rationally—they choose emotionally, often without conscious awareness.
We use applied neuroscience and behavioral research to identify the unconscious signals that shape trust, loyalty, and decision-making, combined with AI-enabled pattern recognition to spot what traditional research misses.
The result: We equip organizations to move beyond measuring satisfaction and instead intentionally design for emotional connection and long-term relationship strength. And with a system of tools built for practical action, we can quickly take you from insight to impact.
Total Experience Management® (TEM)
Total Experience Management® helps organizations understand the emotional drivers behind customer and employee behavior, align leadership and culture, and design experiences that improve retention, acquisition, and long-term engagement.
TEM equips organizations to:
LEARN from real human insight
CREATE experiences that resonate emotionally
DO the work required to deliver consistently and at scale
Stop investing in solutions that don’t move the needle. Through Total Experience Management®, we uncover hidden emotional drivers, align leadership and culture, and co-create experiences that improve customer retention, customer acquisition, and long-term engagement.
LEARN
CREATE
DO
Uncover Insights to Transform Experiences
Short, in-the-moment experience probes conducted immediately after an interaction to access emotional reactions, unconscious interpretations, and perception-forming signals while they are still active.
Why it matters:
Captures experience at the point where emotional meaning is formed, before rationalization reshapes memory.
Benefit:
Reveals the gap between intended experience and emotionally interpreted experience, surfacing subconscious reactions, expectation violations, and perception shifts that traditional interviews and surveys miss.
Intentionally Design Experiences That Differentiate
What it is:
Cross-functional design sessions that translate emotional strategy into intentional sensory, behavioral, and symbolic signals that shape how experiences are unconsciously interpreted.
Why it matters:
Emotional impact doesn’t happen by accident — it is shaped by the signals people absorb automatically.
Benefit:
Helps teams deliberately design the cues that influence how customers feel, ensuring experiences are memorable, emotionally aligned, and distinct rather than generic.
DO: Execute Experience Strategies with Precision
Optimization Workshops
What it is:
Working sessions that translate psychological and emotional insight into prioritized actions, behavioral shifts, and system changes.
Why it matters:
Insight only creates value when it changes how experiences are delivered.
Benefit:
Focuses resources where adjustments to signals, behaviors, or environments will have the greatest emotional and perceptual impact.