{"id":1229,"date":"2020-06-30T07:30:38","date_gmt":"2020-06-30T07:30:38","guid":{"rendered":"http:\/\/www.borngroup.com\/?page_id=1229"},"modified":"2023-04-06T11:36:43","modified_gmt":"2023-04-06T15:36:43","slug":"customer-experience","status":"publish","type":"page","link":"https:\/\/www.borngroup.com\/services\/customer-experience\/","title":{"rendered":"Customer Experience (CX)"},"content":{"rendered":"\n\n\n  \n\n\n\n\n\n<section class=\"hero hero--fixed-content hero--fullscreen   hero--has-overlay\">\n      <img decoding=\"async\" class=\"hero-background\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/09\/customer-experience-hero.jpg\" alt=\"\" aria-hidden=\"true\">\n      \n  <div class=\"hero-content-holder\">\n    <div class=\"hero-content container\">\n              <div class=\"hero-breadcrumbs\">\n          <a href=\"https:\/\/www.borngroup.com\/services\/\" class=\"hero-breadcrumb\">Services<\/a>\n                    <a href=\"https:\/\/www.borngroup.com\/services\/customer-experience\/\" class=\"hero-breadcrumb\">Customer Experience (CX)<\/a>\n        <\/div>\n      \n      \n      <div class=\"hero-title \">Customer Experience (CX)<\/div>\n\n              <h1 class=\"hero-tagline\">\n          BORN Group leverages customer experience design as a key differentiator in commerce. As an agency and consultancy for world-class brands, its mastery is something we consider essential in the new digital economy.\n        <\/h1>\n             <style>\n        div.hero-title\n         {\n        font-size: 70px;\n        font-family: big-caslon-fb,serif;\n        font-weight: 400;\n        line-height: 1.1666;\n        }\n        h1.hero-tagline \n        {\n          font-family: proxima-nova,-apple-system,BlinkMacSystemFont,segoe ui,Roboto,helvetica neue,Arial,sans-serif;\n          font-size: 18px;\n          font-weight: 300;\n          line-height: 1.5666;\n        }\n        <\/style>\n\n          <\/div>\n  <\/div>\n<\/section>\n\n\n\n<section class=\"summary container grid\">\n    \n    <div class=\"summary-lead\">The best experiences are based on stories that immerse customers in your brand. <\/div>\n    <div class=\"summary-copy\"><p>Customer experience (Cx) is the impression your brand leaves on your customers. It is the end result of every interaction they have with you\u2013from discovering your offering to making a purchase. Customers&#8217; future interactions with your brand are directly related to their experience, so it is imperative their journey is as frictionless and delightful as possible.<\/p>\n<p><span class=\"s1\">Through customer journey consulting, we evaluate the entirety of your customer&#8217;s interactions and consider each touchpoint to create a consistently seamless experience. By connecting<\/span><span class=\"s1\"> creative, content, and commerce together, we forge transformative, user-centric digital journeys that constantly improve customer experience.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<\/div>\n<\/section>\n\n\n\n<section class=\"summary container grid\">\n          <h2 class=\"h1 summary-title\">As a customer experience agency, our solutions unlock paths to meaningful, lasting impressions on your customers.<br \/>\r\n<\/h2>\n    \n    <div class=\"summary-lead\"><\/div>\n    <div class=\"summary-copy\"><\/div>\n<\/section>\n\n\n\n\n  <section class=\"challenge-solution container\">\n    <header class=\"challenge-solution-header\">\n      <div class=\"cs-header-name\">Solution<\/div>\n      <div class=\"cs-header-name\">Details<\/div>\n    <\/header>\n\n    <div class=\"cs-table\">\n              <div class=\"cs-row\">\n          <div class=\"cs-challenge\">Strategy &#038; Consulting<\/div>\n          <div class=\"cs-solution\">Market positioning &#038; vision setting, roadmap creation, product launch planning. <\/div>\n        <\/div>\n              <div class=\"cs-row\">\n          <div class=\"cs-challenge\">Cx Value Realization <\/div>\n          <div class=\"cs-solution\">Experience performance modeling, business casing &#038; transformation, Net Promoter Score (NPS) measurement and CRO, analytics strategy. <\/div>\n        <\/div>\n              <div class=\"cs-row\">\n          <div class=\"cs-challenge\">Product &#038; Service Design <\/div>\n          <div class=\"cs-solution\">User research &#038; testing, behavioral profiling, service blueprint creation, user journey mapping, prototyping, brand &#038; tone of voice development, concept visualization &#038; interface design.<\/div>\n        <\/div>\n              <div class=\"cs-row\">\n          <div class=\"cs-challenge\">Predictive AI &#038; Automated Actions<\/div>\n          <div class=\"cs-solution\">Personalization modeling, customer behavior pattern, trend analysis, reactive cross-channel action streamlining. <\/div>\n        <\/div>\n              <div class=\"cs-row\">\n          <div class=\"cs-challenge\">Customer Experience Management<\/div>\n          <div class=\"cs-solution\">Customer acquisition, loyalty &#038; retention, cost to serve efficiencies. <\/div>\n        <\/div>\n          <\/div>\n  <\/section>\n\n\n\n\n<section class=\"stella-teaser container grid\">\n  <div class=\"stella-teaser-content\">\n    <h2 class=\"h1 stella-teaser-title\">\n              <a href=\"https:\/\/www.borngroup.com\/services\/customer-experience\/creative\/\">Creative<\/a>\n          <\/h2>\n    <div class=\"stella-teaser-lead\"><p>Creating unique journeys for customers in a borderless world.<\/p>\n<\/div>\n    <div class=\"stella-teaser-copy\"><p>We immerse ourselves in your brand, understanding every user&#8217;s journey from awareness to advocacy. <\/p>\n<\/div>\n          \n\n\n<a href=\"https:\/\/www.borngroup.com\/services\/customer-experience\/creative\/\" class=\"link-cta  link-underline\" data-cursor-text=\"Creative\">Creative <svg aria-hidden=\"true\" class=\"icon \" style=\"color: inherit\" width=\"24px\" height=\"24px\" viewBox=\" 0 0 24 24\"><path d=\"M17.3771672,5.12950597 L17.4631361,5.20235307 L23.796858,11.5114765 C24.0406284,11.7543002 24.0650054,12.132908 23.8699891,12.4028885 L23.796858,12.4885235 L17.4631361,18.7976469 C17.1922801,19.067451 16.7531357,19.067451 16.4822797,18.7976469 C16.2385092,18.5548232 16.2141322,18.1762154 16.4091485,17.9062349 L16.4822797,17.8205999 L21.632,12.69 L0.693570246,12.6908766 C0.310521976,12.6908766 -4.05009359e-13,12.3815606 -4.05009359e-13,12 C-4.05009359e-13,11.6502361 0.260924716,11.3611778 0.599456872,11.3154303 L0.693570246,11.3091234 L21.631,11.309 L16.4822797,6.17940014 C16.2385092,5.93657645 16.2141322,5.5579686 16.4091485,5.28798808 L16.4822797,5.20235307 C16.7260501,4.95952939 17.1061341,4.93524702 17.3771672,5.12950597 Z\"><\/path><\/svg>\n<\/a>\n      <\/div>\n        <\/section>\n\n\n<section class=\"stella-teaser container grid\">\n  <div class=\"stella-teaser-content\">\n    <h2 class=\"h1 stella-teaser-title\">\n              <a href=\"https:\/\/www.borngroup.com\/services\/customer-experience\/content\/\">Content<\/a>\n          <\/h2>\n    <div class=\"stella-teaser-lead\"><p>Content is the magnet that captivates audiences and brings them closer to your brand.<\/p>\n<\/div>\n    <div class=\"stella-teaser-copy\"><p>We focus on developing a full end-to-end content solution from strategy to production. <\/p>\n<\/div>\n          \n\n\n<a href=\"https:\/\/www.borngroup.com\/services\/customer-experience\/content\/\" class=\"link-cta  link-underline\" data-cursor-text=\"Content\">Content <svg aria-hidden=\"true\" class=\"icon \" style=\"color: inherit\" width=\"24px\" height=\"24px\" viewBox=\" 0 0 24 24\"><path d=\"M17.3771672,5.12950597 L17.4631361,5.20235307 L23.796858,11.5114765 C24.0406284,11.7543002 24.0650054,12.132908 23.8699891,12.4028885 L23.796858,12.4885235 L17.4631361,18.7976469 C17.1922801,19.067451 16.7531357,19.067451 16.4822797,18.7976469 C16.2385092,18.5548232 16.2141322,18.1762154 16.4091485,17.9062349 L16.4822797,17.8205999 L21.632,12.69 L0.693570246,12.6908766 C0.310521976,12.6908766 -4.05009359e-13,12.3815606 -4.05009359e-13,12 C-4.05009359e-13,11.6502361 0.260924716,11.3611778 0.599456872,11.3154303 L0.693570246,11.3091234 L21.631,11.309 L16.4822797,6.17940014 C16.2385092,5.93657645 16.2141322,5.5579686 16.4091485,5.28798808 L16.4822797,5.20235307 C16.7260501,4.95952939 17.1061341,4.93524702 17.3771672,5.12950597 Z\"><\/path><\/svg>\n<\/a>\n      <\/div>\n        <\/section>\n\n\n<section class=\"stella-teaser container grid\">\n  <div class=\"stella-teaser-content\">\n    <h2 class=\"h1 stella-teaser-title\">\n              <a href=\" https:\/\/www.borngroup.com\/services\/customer-experience\/ecommerce\/ \">Commerce <\/a>\n          <\/h2>\n    <div class=\"stella-teaser-lead\"><p>Building intuitive, useful, and accessible eCommerce solutions that power the transaction.<\/p>\n<\/div>\n    <div class=\"stella-teaser-copy\"><p>We provide best-in-class eCommerce solutions flexible enough to meet customer demands of personalized and seamless user experience.<\/p>\n<\/div>\n          \n\n\n<a href=\" https:\/\/www.borngroup.com\/services\/customer-experience\/ecommerce\/ \" class=\"link-cta  link-underline\" data-cursor-text=\"Commerce\">Commerce <svg aria-hidden=\"true\" class=\"icon \" style=\"color: inherit\" width=\"24px\" height=\"24px\" viewBox=\" 0 0 24 24\"><path d=\"M17.3771672,5.12950597 L17.4631361,5.20235307 L23.796858,11.5114765 C24.0406284,11.7543002 24.0650054,12.132908 23.8699891,12.4028885 L23.796858,12.4885235 L17.4631361,18.7976469 C17.1922801,19.067451 16.7531357,19.067451 16.4822797,18.7976469 C16.2385092,18.5548232 16.2141322,18.1762154 16.4091485,17.9062349 L16.4822797,17.8205999 L21.632,12.69 L0.693570246,12.6908766 C0.310521976,12.6908766 -4.05009359e-13,12.3815606 -4.05009359e-13,12 C-4.05009359e-13,11.6502361 0.260924716,11.3611778 0.599456872,11.3154303 L0.693570246,11.3091234 L21.631,11.309 L16.4822797,6.17940014 C16.2385092,5.93657645 16.2141322,5.5579686 16.4091485,5.28798808 L16.4822797,5.20235307 C16.7260501,4.95952939 17.1061341,4.93524702 17.3771672,5.12950597 Z\"><\/path><\/svg>\n<\/a>\n      <\/div>\n        <\/section>\n\n\n\n\n\n  <section class=\"about-section\" id=\"about-section-type-more\">\n    <div class=\"container\">\n            <header class=\"about-section-header\">\n        <h2>Related Services<\/h2>\n\n        \n        \n              <\/header>\n\n      <div class=\"about-section-body about-section-body-type-more \">\n        \n\n\n        \n        \n\n        \n\n\n        \n\n\n\n                                <div class=\"about-section-column about-section-column--more\">\n                              <h3 class=\"h4 about-section-column-title\">Brand Experience (Bx)<\/h3>\n              \n              <div class=\"about-section-colum-copy\">\n                Creating a brand experience that is memorable and transformational requires an exceptional strategy built upon research.\n              <\/div>\n              \n\n<a class=\"arrow-link about-arrow-link \" href=\"https:\/\/www.borngroup.com\/brand-experience-bx\/\">\n  <span class=\"u-sr-only\">Brand Experience (Bx)<\/span>\n    <svg\n      aria-hidden=\"true\"\n      class=\"icon \"\n      style=\"color: inherit\"\n      width=\"24px\"\n      height=\"24px\"\n      viewBox=\" 0 0 24 24\"\n    ><path d=\"M17.3771672,5.12950597 L17.4631361,5.20235307 L23.796858,11.5114765 C24.0406284,11.7543002 24.0650054,12.132908 23.8699891,12.4028885 L23.796858,12.4885235 L17.4631361,18.7976469 C17.1922801,19.067451 16.7531357,19.067451 16.4822797,18.7976469 C16.2385092,18.5548232 16.2141322,18.1762154 16.4091485,17.9062349 L16.4822797,17.8205999 L21.632,12.69 L0.693570246,12.6908766 C0.310521976,12.6908766 -4.05009359e-13,12.3815606 -4.05009359e-13,12 C-4.05009359e-13,11.6502361 0.260924716,11.3611778 0.599456872,11.3154303 L0.693570246,11.3091234 L21.631,11.309 L16.4822797,6.17940014 C16.2385092,5.93657645 16.2141322,5.5579686 16.4091485,5.28798808 L16.4822797,5.20235307 C16.7260501,4.95952939 17.1061341,4.93524702 17.3771672,5.12950597 Z\"><\/path><\/svg>\n<\/a>\n            <\/div>\n                      <div class=\"about-section-column about-section-column--more\">\n                              <h3 class=\"h4 about-section-column-title\">Data Science &#038; Experience<\/h3>\n              \n              <div class=\"about-section-colum-copy\">\n                Instilling data-driven intelligence across organizations to accelerate performance and improve Cx.\n              <\/div>\n              \n\n<a class=\"arrow-link about-arrow-link \" href=\"https:\/\/www.borngroup.com\/services\/data-science\/\">\n  <span class=\"u-sr-only\">Data Science &#038; Experience (Dx)<\/span>\n    <svg\n      aria-hidden=\"true\"\n      class=\"icon \"\n      style=\"color: inherit\"\n      width=\"24px\"\n      height=\"24px\"\n      viewBox=\" 0 0 24 24\"\n    ><path d=\"M17.3771672,5.12950597 L17.4631361,5.20235307 L23.796858,11.5114765 C24.0406284,11.7543002 24.0650054,12.132908 23.8699891,12.4028885 L23.796858,12.4885235 L17.4631361,18.7976469 C17.1922801,19.067451 16.7531357,19.067451 16.4822797,18.7976469 C16.2385092,18.5548232 16.2141322,18.1762154 16.4091485,17.9062349 L16.4822797,17.8205999 L21.632,12.69 L0.693570246,12.6908766 C0.310521976,12.6908766 -4.05009359e-13,12.3815606 -4.05009359e-13,12 C-4.05009359e-13,11.6502361 0.260924716,11.3611778 0.599456872,11.3154303 L0.693570246,11.3091234 L21.631,11.309 L16.4822797,6.17940014 C16.2385092,5.93657645 16.2141322,5.5579686 16.4091485,5.28798808 L16.4822797,5.20235307 C16.7260501,4.95952939 17.1061341,4.93524702 17.3771672,5.12950597 Z\"><\/path><\/svg>\n<\/a>\n            <\/div>\n                      <div class=\"about-section-column about-section-column--more\">\n                              <h3 class=\"h4 about-section-column-title\">Behavioral Experience (Be)<\/h3>\n              \n              <div class=\"about-section-colum-copy\">\n                Examining the ways people engage and transact in their daily lives across all channels, including social media.\n              <\/div>\n              \n\n<a class=\"arrow-link about-arrow-link \" href=\"https:\/\/www.borngroup.com\/services\/behavioral-experience\/\">\n  <span class=\"u-sr-only\">Behavioral Experience (Be)<\/span>\n    <svg\n      aria-hidden=\"true\"\n      class=\"icon \"\n      style=\"color: inherit\"\n      width=\"24px\"\n      height=\"24px\"\n      viewBox=\" 0 0 24 24\"\n    ><path d=\"M17.3771672,5.12950597 L17.4631361,5.20235307 L23.796858,11.5114765 C24.0406284,11.7543002 24.0650054,12.132908 23.8699891,12.4028885 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