engineering extraordinary experiences through the application of human-centered experience design to create dynamic, inspiring and memorable moments of magic at every touchpoint of the customer’s journey with your brand

Engineering Extraordinary
Experiences
through the application of human-centered experience design to create
dynamic, inspiring and memorable moments of magic at every touchpoint of the customer’s journey, with your brand
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Create memories that tell
your brand story
how your customer’s experience your brand is an outside-in reflection of your organisation’s people, products, processes and technologies Learn More
Grow brand loyalty,
organically
Inspire and empower employees to exceed customer expectations Learn More

What is Customer Experience

Customer Experience (CX) is the perception that customers have of an organisation – one that is formed based on interactions across all touchpoints, people, and technology over time.

The product of all these interactions are stored in your customer’s hearts and minds as memories, and the thumbnails of these experiences are the emojis of how you make them feel.

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ACCORDING TO GARTNER
84%

organisations embracing customer experience

85%

preventable customer churn due to poor service

86%

customers willing to pay more for better experiences

91%

unhappy customers who don’t complain but leave

about us

Engineering Extraordinary Experiences

Being Human (Proprietary) Limited is a certified, Level 1 Broad-Based Black Economic Empowerment (B-BBEE) customer experience advisory in South Africa.

We provide 360° consultation and advisory services to elevate our client’s bottom-line results, by advancing through five stages of CX maturity – to understand, design and improve experiences across the entire customer relationship.

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OUR SERVICES

Advance through five stages of CX Maturity

Our customer experience maturity assessment is a self-diagnostic tool that evaluates the strengths and weaknesses of your current CX ecosystem against six core competencies of customer experience. This tried and tested framework can also be used to produce a roadmap of CX improvements, and establish appropriate metrics to measure the impact of improvement efforts on the end-to-end customer journey.

Customer Experience Strategy

describes the experience your brand intends to deliver, the emotional response your brand intends to elicit, and mobilises the resources required to articulate the intended experience

Metrics, Measurement and Return on Investment

experience metrics are deployed to solicit customer feedback and measure delivered experiences whilst researched insights guide ongoing improvements in customer experience

Customer-Centric Culture

displaces customers to the epicenter of your brand's existence where your technologies, people, products, and processes are harmoniously aligned for your customer's convenience

Experience Design, Improvement and Innovation

uses a variety of human-centered problem-solving techniques and process-improvement methodologies to eliminate common pain points in the customer journey with your brand

Organisational Adoption and Accountability

the journey to true customer-centricity is a financially rewarding - albeit, disruptive one and this core competency manages the change from 'inside-out' to 'outside-in'

Voice of the Customer, Customer Insights and Understanding

unearth the potential of customer intelligence - understand customer behavior, predict their wants and needs to deliver personalised offerings to your target audience

VERIFIABLE RESULTS
Assess

evaluate the strengths and weaknesses of your current customer experience ecosystem

Improve

produce a detailed roadmap of CX improvements and mobilize cross-functional team efforts

Measure

quantify the impact of your improvement efforts on the end-to-end customer journey

TAKE THE ASSESSMENT
EME
EME

R 995

per employee

  • Exempted Micro Enterprise
  • less than 10 employees
QSE
QSE

R 745

per employee

  • Qualifying Small Enterprise
  • 11 to 50 employees
GEN
GEN

R 495

per employee

    Generic Enterprise
  • more than 51 employees
WHAT IS IMPORTANT TO US
Customer Success

the customer’s ability to achieve their own brand-specific goals and desired outcomes

Customer Effort

how easy or difficult it is for customers to achieve these goals and desired outcomes

Customer Emotion

the feelings customers experience on their journey to achieve these desired outcomes

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