Customer Experience Consultancy · London
Tuning in to listen, tuning up to succeed.
A London-based Customer Experience consultancy focusing on journey mapping, process alignment, stakeholder engagement and NPS implementation — turning the signal from the noise.
What we do
Key Services
Helping companies tune in to their customers’ needs so they can fine-tune the experience and succeed.
Identify and prioritise key customer expectations and needs — a bottom-up, insight-led approach
Ideate the future state
Map the customer journey to surface pain-point root causes — resolved with bold, creative-but-possible solutions
Build and implement Net Promoter Score (NPS) and Voice of the Customer systems
MeasurementThe right signals, tracked consistently
Root cause analysis & business impactFrom scores to what actually moves the needle
Governance processInternal & external closed-loop feedback mechanisms
Internal training on taking actionTurning insight into habit across teams
About
A Customer Experience consultant who tunes in
CX Tuning Consultancy is led by Clarissa Valiquette — a seasoned Customer Experience and Insights leader with a passion for people.
She equips her customers with the insights required to bring their brand to life by consistently delivering outstanding experiences to their own customers at the moments that matter most.
Having defined Customer Experience and Insights strategies and built mandates, teams, and processes on two continents, Clarissa is a diplomatic leader who brings cross-functional teams together to enable outstanding customer experience, strategy and marketing. Her pragmatic approach allows her to easily work in tandem with various business units to balance customer wants and needs with business realities.
She has set up multiple Net Promoter Score (NPS) and Voice of the Customer programmes for large-scale organisations — including internal and external closed-loop feedback systems — has led numerous journey mapping sessions to help with ideation of improvements with impact, defined CX strategies and been the customer champion on large-scale operations.
FAQ
Customer Experience, NPS & Voice of the Customer
Common questions about working with a Customer Experience consultancy.
What does a Customer Experience consultancy do?
A Customer Experience consultancy helps organisations understand and improve how customers experience them at every touchpoint. CX Tuning defines and refines CX strategy, maps customer journeys, prioritises customer needs, and builds Net Promoter Score (NPS) and Voice of the Customer programmes that turn feedback into action.
What is a Net Promoter Score (NPS) programme?
Net Promoter Score (NPS) measures customer loyalty by asking how likely customers are to recommend you. A good NPS programme goes further: CX Tuning builds and implements the measurement, root-cause analysis and business impact, closed-loop governance, and internal training so the score actually drives change.
What is Voice of the Customer (VoC)?
Voice of the Customer (VoC) is the structured capture of customer feedback, expectations and needs across the journey. CX Tuning sets up internal and external closed-loop VoC feedback systems for large-scale organisations, so the right signals are tracked consistently and acted on.
What is customer journey mapping?
Customer journey mapping charts the end-to-end experience to surface pain-point root causes. CX Tuning runs journey mapping sessions that lead to prioritised, creative-but-possible improvements with real business impact.
Who is the consultant behind CX Tuning?
CX Tuning is led by Clarissa Valiquette, a seasoned Customer Experience and Insights consultant who has defined CX strategies and built NPS and Voice of the Customer programmes, teams and processes across two continents.
Where is CX Tuning based, and who does it work with?
CX Tuning is a London-based Customer Experience consultancy working with large-scale organisations in the UK and internationally. To talk about your customer experience, email [email protected].