The Customer Experience Agency (TCXA)
Strategic Partner for Future-proof Customer Experiences

Making every aspect of the customer journey as simple and frictionless as possible is at the heart of every successful business. In the current landscape, where consumers expect to be engaged at every touchpoint, organizations are deploying intelligent technology capable of delivering the desired brand message through a positive and immersive experience.

This is where TCXA steps in.

The next-generation customer experience (CX) partner crafts end-to-end consumer journeys for forward-thinking companies. Specializing in B2C & and B2B experiences, TCXA has an impeccable track record of assisting businesses of all sizes to boost their engagement.

Typically, businesses work with consultants to bypass their silos, boost high-level decision-making, and employ tech-driven agencies capable of implementing digital products. However, they often disregard technology and opt for an abstract, complex strategy that rushes into production. In contrast, digital agencies implement innovative products unequipped with critical information, creating a gap between the tactical elements and technology-driven execution processes. TCXA bridges this with its solid services suite.

TCXA’s recent merger with prominent IT company 4NG sparked its expansion from a CX consultancy to a holistic partner that builds e-commerce and customer relationship management (CRM) infrastructures and runs marketing performance campaigns. The added technical competencies position it as an end-to-end CX agency that goes beyond bringing a strategy solution to implement impactful digital IT elements. Its professionals can operate within existing technology platforms and across organizational digital silos, including social media, e-commerce, CRM, customer service, supply chain, IoT, and metaverse.

“We’re not simply assuming how the world might be; we are capable of executing all digital elements and can take you hand in hand through the entire CX domain to find the solutions that best suit your needs,” says Jeroen Janssen, founder of TCXA. TCXA’s unique 5-step CX framework, Nowness, offers clear guidance and creates value around brand and customer experiences. This methodology involves all fundamental components of a successful CX program; the framework includes current experience audits and customer research, strategy development, journey mapping, experience design, implementation, and data monitoring of the future experience.

Connecting customers with the brand is the starting point of any experience. TCXA links brand experiences with the right audiences and helps define the market, customer, and competitive context by building a single community of personas and groups with shared values.

Following this, TCXA collaborates with all relevant departments to build a CX strategy, creating the ultimate vision, and translating brand purpose to clear CX principles that consider how they want to make their customers feel. For example, Marriott wants to be functional but luxurious, whereas Nike wants to deliver sports- and community-driven CX.

The next step in the framework involves mapping the customer journey and establishing an association between user interactions and business touchpoints. TCXA aids in creating an intuitive customer journey by boosting cooperation across various departments to ensure everyone understands the context of consumer demands. It breaks down deeply rooted silos and brings the customer perspective across all divisions to facilitate true collaboration and create better CXs.

We're not simply assuming how the world might be; we are capable of executing all digital elements and can take you hand in hand throughout the entire CX domain to find the solutions that best suit your needs

Recognizing the current and upcoming solutions that enable a CX vision to be materialized and achieve organizational goals, TCXA specifies the what, how, and where in terms of content strategy, technology, and partners. This allows efficient guidance through complex digital environments and timely connection with the right implementation capabilities.

The framework’s final step concerns data monitoring and continuous improvements, and involves finding dynamic customer KPIs to monitor acquisition, lifetime, and care success. TCXA uses specific KPIs and customer-related information across these facets to determine the ideal monitoring tools based on different departments, each with distinctive objectives and measurability metrics for customer success.

An excellent example of TCXA’s impact is its engagement with The Social Hub, a hybrid hospitality brand that provides standard hotel rooms and co-working spaces.

Unlike a typical hotel brand, The Social Hub offers various services, which necessitates a versatile digital experience. TCXA assisted them in their efforts to develop desired services and educated them on how to comprehend diverse end-user notions. It synchronized their commercial ideas with digital experiences, allowing them to easily build and prototype every aspect of the user experience before identifying the best digital solutions.

TCXA continues to be a leading strategic and tactical partner in designing adaptive customer experiences that are proven to remain relevant and impactful in the ever-evolving marketplace.