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CUSTOMER EXPERIENCE

CUSTOMER EXPERIENCE IS EVERYTHING — AND IT'S MEASURABLE

Our CX Services: From Research to Roadmap

Transform Interactions into Lasting Impressions and Loyal Customers

Crafting Connections that Convert: Turn Every Interaction into an Opportunity for Loyalty and Growth

At 90th Century, we help businesses move beyond guesswork to truly understand the customer journey from the inside out. Using a mix of qualitative insight, structured feedback systems, and journey-based evaluation, we provide clear, research-backed guidance to improve every interaction customers have with your brand.

Customer experience and service quality: Survey and assessment of business satisfaction service.

Customer Feedback Program Design

We design tailored feedback mechanisms that are aligned to your brand’s unique context and customer base:

  • Online and email-based customer surveys
  • Post-service or post-purchase experience assessments
  • Longitudinal panels or pulse checks with key customer segments
  • Voice-of-customer (VoC) programs that capture recurring themes

 

Our goal is to uncover not just what your customers say, but what they mean—and what you should do about it.

Digital Insights: Assessing Customer Satisfaction and Feedback for Enhanced Service Experience

Customer Journey Research & Mapping

We conduct in-depth qualitative and quantitative research to uncover:

  • Pain points and friction in the customer journey
  • Emotional drivers of loyalty and dissatisfaction
  • Drop-off moments in marketing, onboarding, or support
  • Gaps between brand promise and customer reality

 

This research forms the foundation of your CX improvement roadmap.

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CX Strategy & Optimisation Consulting

Once we’ve gathered insight, we help you turn it into impact. Our CX strategy services include:

  • Prioritisation of high-impact improvements
  • Alignment between internal teams (marketing, sales, service)
  • Process and experience redesign
  • Integration of CX feedback into CRM, marketing, and operational workflows
  • Development of experience KPIs and reporting systems
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CX Culture & Internal Alignment

A great customer experience requires an aligned internal experience. We consult on:

  • Building a customer-first mindset within your teams
  • Designing employee training, onboarding, and incentive systems that support CX goals
  • Creating simple, scalable ways to embed CX metrics into daily decision-making

 

Customer experience isn’t a department. It’s a mindset.

Crm customer support success and internet help workers celebration on a online consultation. Happy

Why 90th Century for CX?

  • We’re not just researchers—we’re translators of insight into action
  • We integrate CX with your marketing and CRM strategy
  • We know how to build systems that scale with your business
  • We combine qualitative empathy and quantitative rigour to get the full picture
Tablet screen, data presentation and professional Asian woman show customer experience feedback, an

Make Every Experience Count

Your customers are already telling you what they need.
Let’s listen. Let’s learn. And let’s lead in experience.

Customer experience feedback concept.

DRIVE GROWTH THROUGH SUPERIOR CUSTOMER EXPERIENCE—CONTACT US TODAY.