We are Impact Innovation

The award winning

customer experience innovation company

Our Mission

To be the world's most valued customer experience development partner

We’re all customers who deserve to be loved, respected and supported through our personal journey in life, and we trust and respond to the brands that truly appreciate this.

Our role is to ensure organisations never forget this by helping them to innovate and deliver experiences their customers need, desire and deserve.

And our promise to you, our customers, is that everything we do will be practical, designed with you and totally focused on your ambitions. Always creating a lasting impact...

...and ultimately making the world a better place, together.

Our Services

Strategy

Creation

Building a customer experience strategy that puts customers into the mindset and decision making process of your organisation

Experience

Innovation

Unlocking the potential of

your customer experience

through targeted innovation

and engagement

Everyday

Activation

Equipping your organisation to deliver the new experience,

every day, with actions that translate into outcomes

Check out these numbers

Customer-satisfaction-increasing-23-%.jp

23%

in customer

satisfaction

16%

in omnichannel

sales

£10M

in direct

savings

25%

in contact centre

call quality

11%

in occupancy

rates

12th Top 5

UKCSI Satisfaction Index for Utilities Sector

Our Clients

Developing Britain’s leading omni-retail customer experience and effortless buying journey

Case study

Building an ‘Every Customer Counts’ culture that drives customer satisfaction and regulatory performance

Case Study

Creating leaders for large scale change and frontline teams for person-centred compassionate care

Case study

Here's a full list of our clients

Our Clients

"Impact understood very quickly and in detail the challenges facing our business and our people, struck up a rapport and trust and created an open environment for growth and creativity."

Amanda Hickey,

Senior Operational Development Manager,

John Lewis

What our clients say

"From frictionless customer journeys, to tone of voice, to digital experience, to social responsibility and consumer vulnerability, impact are the total package."

Leanne Kerry,

Head of Customer Experience,

Manchester Airport Group

"Impact always bring a fresh perspective and insight. They take time to understand the issues, what you are trying to achieve and offer a practical approach that is ready to implement and based in reality."