Delivering a better customer and employee experience.

Training that changes behaviour through human connection and understanding.

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Who we are

We help organisations improve their customer experience by deepening the connection between the employee and the customer.

We develop empathy and resilience within employees, giving them the confidence and compassion to deliver the right experience to the customer.

Everything we do is centred around a fundamental human need:
to understand and to be understood.

This is what drives engagement, and leads to great experiences.

How we do it

We investigate. We consult. We listen. We understand. And we use this insight to create compelling content.

The Understood Experience is Effortless, Valuable and Emotional.

These three key themes create better experiences for customers and employees.

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What we offer

We’re passionate and knowledgeable about engaging customers and employees. And we get results because what we do is relevant, real and impactful. 


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Watch the videos for a flavour of what we do…


The training material we create will energise and engage your employees – and inspire them to deliver the goods for your customers.

Critical Connections: CORE

An intensive and immersive behavioural change programme - aimed at customer-facing employees, valuable for all

Critical Connections: INFLUENCER

Empower those who manage your front-line by equipping them with the skills they need to lead and influence effectively

Driving Force: CPC

Tailor-made to your organisation, this unique and engaging programme of five driver CPC courses tackles the issues that shape the customer and driver experience

Driving Force: INFLUENCER

Upskill your supervisor population with our tailored training content for employees who influence driver behaviour

Respect for All: D&I

Our impactful diversity and inclusion training packs an emotional punch, promoting the behaviours needed to create a warm, welcoming and productive workplace

The Trainer Transformation

Our training masterclass will get your in-house trainers fighting fit by honing their skills of facilitation, delivery and self-reflection

Our Work

We work across different sectors.

But our goal remains the same:
to develop understanding, engage employees and improve the customer experience.

Capturing a "World-Class" service vision

Client: White & Case

Sharing human health stories on film

Client: First Bus

Disability awareness with a difference

Client: First Bus

Contact Us

We'd love to hear from you.

The most basic of all human needs is the need to understand and be

– Ralph Nichols