Member Since: 14th May 2002
Sedulous is a customer insight driven consultancy specialising in customer experience initiatives and service design. I help organisations to identify what customers want, how they are currently delivering against these expectations, where the customer pain points are, what causes them, and how to design them out of their service offering - leading to ideal customer journeys.
I’ve worked for a variety of organisations both in Australia and the UK such as Optus (Australia’s second largest Telco), Toyota, Institute of Accountants, Thomas Cook, Western Union, Nuffield Health, Midcounties Cooperative, UBM and Cabot Financial.
5th Aug 2019
Diary studies can be a great way for CX practitioners to get a window into customer behaviours, attitudes and emotions. So what are they...Voice of the Customer
17th Jul 2019
Which works best at changing behaviours - incentivising or penalising? It’s about using positive and negative reinforcements and it also...Loyalty
5th Apr 2019
Having robust customer personas is of even greater importance today because customer journeys are getting increasingly complex. So what do...Data
7th Aug 2018
A growing number of organisations are undertaking customer journey mapping. But who in the organisation should take ownership of it? In...Engagement