Customer experience consulting
We work as a customer experience consultant to premium and luxury brands: reviewing how enquiries are answered today, defining the standard they should meet, and staying close enough to see it held. Human judgment first, quietly supported by AI.
We read real conversations across chat, email, social and after-sales — not dashboards. Tone drift, unclear policy, slow escalation and missing product context are usually what stands between a good brand and a great reply.
Voice and tone guidance, response policy, escalation paths, service levels and quality criteria, documented so an in-house team, an agency or our own specialists can all work to the same customer experience.
Helpdesk, automation, retrieval and AI drafting are configured to remove friction, never to answer for you. Every reply stays attributable to a named human.
Eight-plus years of continuous customer experience work for a French heritage watchmaker — sales, after-sales and community, in two languages, in the brand's voice.