Customer Experience Strategy

As designers of experiences, we look at an organization’s ecosystem holistically, to ensure its customers can frictionlessly and happily transition from touchpoint to another.

UX Persona Vector

Customers are interacting with organizations across multiple channels, and for companies to succeed, they must embrace a holistic strategy known as experience design. Experience design strategy provides a strategic guide to exposing customer pain points and forming consistent brand interactions across an entire organization. For marketers, it means a consistent, personalized customer experience across all channels and the power to build long-term brand loyalty and advocacy with customers. For customers, it means their needs and wants have been satisfied.

At ikonic, we equip organizations with a holistic understanding of their end-to-end customer journey so they can effectively serve their customer and employee needs. We help deliver and consolidate contextually relevant experiences and plan interactions across all the operational silos and brand touchpoints. The result is the right interaction, offer, or information, at the precise moment, via any number of channels: bot, website, mobile app, commerce site, email, SMS, social networks, in-store kiosks or customer service channel.

Experience Strategy Vector

We strive to ensure that the user research methods and tools that we use are as effective as they can be. We combine user, market, and trend research and shake up the expected with new co-creation activities. Our goal is to ensure we’re solving the right problem and providing actionable insights.

For marketers, we pioneered a Customer Engagement Model that provides a lense of real-time clairvoyance into the campaigns and activities that get results. We focus on the six core elements of strategic planning that have the most significant impact on business. Each component is weighted to account for changes to the prescribed marketing plan, and the output is a strategic readiness score. Our process is inherently collaborative, involving both our clients and their customers from early insights to final implementation. Not every project needs this experimental platform, but when activated it is very insightful.

Supported by customer empathy and a clear problem definition, we begin the Engagement phase and facilitate ideation sessions, build prototypes, test thoroughly, and apply best practices in design, technology, and analytics.

Experience Strategy Services

Challenge your assumptions; understand people and context; do work that matters.

Product Design

Service Design

Experience Strategy

Digital Strategy

CX Strategy Roadmap

Research Planning

Execution Roadmap

Journey Mapping


Quantitative Methods

Data Analysis

Optimization Planning

Service Blueprints

Information Architecture

Co-creation Workshops

3 Ways To Work With Us

Many of our clients come to us with a particular need and eventually expand their relationship with us. Our flexible process means you can begin with a workshop or defined project and later take advantage of our subscription.

Gear Icon


A flat fee subscription allows you to avoid scope meetings, change orders, hourly billing, and other distractions. Our subscription will serve you best if you are growing fast and have multiple needs.

Stopwatch Icon


If you have a clearly-defined need with a specific deadline to meet, starting with a project may work best for you. Project work includes our Strategic and Engagement services.

Workflow Icon


Our workshops help organizations see the big picture. Each session provides a captivating mix of hands-on activities, discussion, and coaching by our team. You’ll start applying your practical skills the moment you step out of training.

Ready to start your project with ikonic? Fill in our contact form below to get started.