CX Intelligence
CX Intelligence is not marketing.
It is not training.
And it is not implementation.
CX Intelligence is the disciplined, independent evaluation of how a customer actually experiences a brand — across every touchpoint.
At Social Clan, we provide evidence-based CX Intelligence for premium travel, tourism and hospitality organisations that want clarity, not assumptions.
What CX Intelligence Means
What we mean by CX Intelligence
CX Intelligence is the structured observation, documentation and analysis of the customer journey.
It focuses on:
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What happens in practice
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How experiences feel from a customer’s perspective
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Where friction, inconsistency or opportunity exists
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What is working — and why
Our role is to see clearly, record accurately and report objectively.
What We Do
We deliver short-term, defined CX Intelligence engagements, including:
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Customer journey audits (pre-arrival to post-departure)
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Mystery guest and experience evaluations
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Booking, communication and onboarding reviews
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On-site and remote experience assessments
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Service flow and environment observation
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Written intelligence reports with findings and insights
Each engagement is scoped, discreet and evidence-based.
What We Do Not Do
To maintain independence, we deliberately do not:
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Manage operations
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Deliver training
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Run marketing campaigns
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Implement changes
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Act as an agency or ongoing service provider
This separation protects the integrity of our findings and ensures our work remains decision-level intelligence
Who Our Work Is For
Our CX Intelligence work is particularly relevant for:
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Premium hotels and resorts
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Luxury villas and holiday accommodation
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Cruise operators
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Curated tours and experiences
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High-end restaurants
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Destination and tourism brands
We are especially experienced in evaluating experiences designed for mature, high-value travellers — couples and individuals who prioritise service quality, consistency and depth of experience.
How We Work
Our process is simple and intentional:
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Define the scope
Clear objectives and boundaries. -
Observe and experience
On-site or remote, as appropriate. -
Document evidence
Notes, timelines, observations and supporting material. -
Analyse findings
Patterns, gaps, strengths and risks. -
Deliver intelligence
A clear, written report designed for decision-makers.
Engagements are confidential and time-bound.
Where We Work
CX Intelligence engagements are led by Social Clan Australia, based in Melbourne.
Destination-based experience work in Indonesia is supported through PT Social Clan Bali, with services delivered by vetted local operators.
Social Clan provides the evaluation, analysis and reporting — maintaining independence and discretion at all times.
CTA
If you’re seeking a clear, independent view of how your experience is truly perceived, we’re happy to begin with a conversation.
No obligation.
No sales pitch.