Experience Management

Elevate your business with holistic experience management

At Davidson, we understand that the key to a thriving business lies in exceptional experiences – for both employees and customers. Our Experience Management (XM) offering is designed to help your organisation measure, analyse, and improve these critical experiences to drive performance and achieve outstanding results.

Why Experience Management?

Experience Management is a comprehensive approach that optimises customer and employee interactions using data insights, enhancing satisfaction and driving business performance. By implementing XM, businesses can:

Increase Customer Attraction and Retention: Deliver memorable moments along the journey

Enhance Employee Engagement: Boosting service delivery and wellbeing

Improve Profitability: Streamline operations and productivity

Reduce Risk: Identify potential issues before they escalate

A group of business people are having a meeting in an office.

Employee Experience (EX)

Our Employee Experience services aim to enhance every interaction an employee has with your organisation, from the first day to the last. Benefits of focusing on EX include:

Creating a winning and high-performance culture
Increasing employee job satisfaction
Recruiting and retaining talent more effectively
Turning employees into brand advocates

Our EX services include:

EX Program Roadmap Design
Survey Design Advisory
End-to-End Survey Project Management (Annual Engagement, Pulse, Diversity, Wellbeing, Psychological Safety, Candidate Experience)
Results Delivery and Executive Insights
Action Planning and Recommendations
Qualtrics Platform Training and Support
Bespoke Measurement Programs

Our CX Services Include:

Current State CX Assessments
CX Strategy and Roadmap Design
Customer Journey Mapping
Survey Design Advisory
End-to-End Survey Project Management (Customer Satisfaction, Voice of Customer, Digital CX Analytics)
Bespoke CX Advisory and Performance Metric Frameworks

Customer Experience (CX)

Customer Experience focuses on every interaction customers have with your organisation throughout their journey. Benefits of a strong CX strategy include:

Boosting sales and revenue
Increasing customer loyalty, satisfaction, and advocacy
Driving a customer-centric culture
Personalising interactions and experiences
Reducing customer inquiries and churn
Enhancing online and in-store sales conversions

Customer Experience (CX)

Customer Experience focuses on every interaction customers have with your organisation throughout their journey. Benefits of a strong CX strategy include:

Boosting sales and revenue
Increasing customer loyalty, satisfaction, and advocacy
Driving a customer-centric culture
Personalising interactions and experiences
Reducing customer inquiries and churn
Enhancing online and in-store sales conversions

Our CX Services Include:

Current State CX Assessments
CX Strategy and Roadmap Design
Customer Journey Mapping
Survey Design Advisory
End-to-End Survey Project Management (Customer Satisfaction, Voice of Customer, Digital CX Analytics)
Bespoke CX Advisory and Performance Metric Frameworks

Our Expertise

Luke Henie

National Senior Partner - Advisory

An experienced strategy, transformation and sustainability leader, Luke is National Senior Partner - Advisory at Davidson where he leads a national, cross-functional advisory team with capabilities in strategy and operations, customer and employee experience, people and leadership, sustainability and digital transformation.

Mobile: 0423 393 229

Email: luke.heine@davidsonwp.com

A group of people are standing in a room talking to each other.

Partnering with Qualtrics

To deliver the best XM solutions, Davidson partners with Qualtrics, the leading provider of experience management technology platforms. This partnership enables us to deploy robust technology solutions that help organisations understand, measure, and analyse their EX and CX performance for better decision-making.