Align Leaders and Teams to co-create your unique Customer Experience

Mapping the customer journey applies to any innovation strategy that is shaping the future. 
Whether you are:

  • Transforming customer service
  • Improving sales engagement
  • Leading digital transformation
  • Innovating your products and solutions
  • Enhancing employee engagement
  • Designing the learning strategy
  • Building a continuous improvement culture

... these all involve the human element of innovative 'experience design' on 2 levels.

1) Teams focus OUTSIDE-in using the customer's lens (and not the technology) - what each Customer (persona) should achieve at each touch point in their journey.

2) Then from INSIDE-out what the Leaders and Teams need to achieve-do-learn to create the experience at each touch point.


Agile teams are formed who adopt the SYZYGY® Tools to create a safe space for continuously improving the customer experience and their impact.  This methodology combines the latest in digital technology with the best in human psychology.


"As we digitize, we need to humanize" 
Lori Figueiredo

1. Map the online-offline experience at each touch point in the customer's JOURNEY

2. Breakdown the ROLE of each Team and the Tech at each touch point

3. Adopt SYZYGY® 5Ps as ongoing enablers that nudge pre-defined HABITS & RESULTS

4. Build a customer-focused, collaborative and agile CULTURE of ongoing improvement

Watch Intro Video

SYZYGY® 5P Framework >>> Watch Video

Align PEOPLE, PURPOSE, PRINCIPLES, PROCESS & PLATFORMS

With the Leaders and Teams of any organization . . .

co-creating customer journeys that are unique memorable and consistent

  • Airport Passengers <> Airline Passengers <> Hotel Guests <> Tourists

  • Retail Customers <> Restaurant Customers <> Banking Clients

  • Technology Users <> Corporate Clients <> Channel Partners

  • Future Leaders <> Talent Pool <> Graduates <> New Hires

  • Gifted Kids <> Students <> Women <> Under-Served Communities

Our Proven Track Record

strategic impact; scalable reach and sustainable deployment

  • 30+ Years

  • 100+ Countries

  • 50+ Organizations

  • 20+ Industries

  • 1,000,000+ People

Measurable Impact on Performance

  • Mindset & Habits

    From 6 months to 6 weeks to build customer-focused mindset and habits

  • Customers & Satisfaction

    48% increase in customer satisfaction and building a community of loyal fans

  • Role & Readiness

    From 20% to 80% Frontliners rated by Managers as 'READY for role'

  • Solutions & Revenue

    25% increase in sales by solving each customer's 'job to be done'

  • Innovation & Engagement

    75% increase in human-led innovation, collaboration and engagement

Some Examples of our 50+ Organizations

See Success Stories under 'About SYZYGY' tab

Client and Partner Testimonials

Mac Chung Lynn, Group CEO

Nando’s Malaysia & Singapore

“SYZYGY® involved engaging all our employees from the ground up… by doing so, the service process was easily understood by all, owned by all and delivered seamlessly together.”

George Aveling, Re-Imagineer

Elementrix

“Using SYZYGY®, the 5Ps digital learning design thinking framework we are able to re-interpret an organization's needs into practical outcomes and practical steps. It combines strategic thinking and practical implementation.”

David Walker, CEO

Jardine Aviation Services Group, Hong Kong Airport

“We accelerated our capability building by leveraging the tacit knowledge of our workforce. Our teams were upskilled to use the SYZYGY® learning methodology and our leading-edge learning technology.”

Andrew Sidwell, previously Senior Vice President

DBS Improvement Program

“The entire organization has strategic clarity and pulls together behind common goals.”

David Poh, Private Banking Expert

Wealth Management Curriculum Team, Amundi

“The SYZYGY® framework is easy to use and understand, allowing and empowering curriculum developers and content specialists the flexibility to generate superior content and impact performance.”

Sanghita Bhakta, Head of Learning Solutions Development & Platforms

Standard Chartered Bank, Global HQ

“Lori excels in delivering complex transformation projects spanning across multiple geographies, stakeholders and technologies.”

Arrange an exploratory session

  • You WhatsApp us at +97158293369

  • We run an experience design session with you and your Stakeholders

  • We co-create a sample experience and explore area/s for collaboration

Align the right PEOPLE to achieve a shared PURPOSE

Nudge the critical behaviours; the behaviours become habits; the habits achieve the pre-defined results.