Services

We provide CX Intelligence services only.

All engagements are short-term, clearly scoped and evidence-based.
Our role is to observe, evaluate and report — not to manage, train or implement.

CX Intelligence Audits

Our core service is the independent evaluation of the customer experience across the full journey.

Audits may include:

  • Pre-booking and enquiry experience

  • Booking and confirmation processes

  • Communication and information clarity

  • Arrival and first impressions

  • Service delivery and environment

  • Consistency across touchpoints

  • Departure and post-experience follow-up

Audits are conducted discreetly and documented objectively.

Experience & Mystery Guest Evaluations

We undertake structured experience evaluations from the perspective of real customers.

This may include:

  • Mystery guest stays

  • Dining and service evaluations

  • Tour and experience participation

  • Cruise or packaged experience reviews

  • Remote experience reviews (booking, digital, communication)

Evaluations reflect the expectations of high-value, mature travellers, including couples and individuals.

Journey & Communication  Reviews

We assess how customers experience your brand beyond the physical environment.

This may include:

  • Website and booking flow reviews

  • Confirmation, email and messaging clarity

  • Pre-arrival information and expectations

  • Onboarding and orientation processes

The focus is on friction, clarity, tone and consistency.

Reporting & Intelligence Outputs

All services conclude with a written CX Intelligence report.

Reports typically include:

  • Clear observations and findings

  • Evidence-based insights

  • Strengths and risks

  • Experience gaps and opportunities

  • Practical, decision-level recommendations

Reports are designed for owners, executives and senior decision-makers.

Optional Add-On Services

Depending on the engagement, optional add-ons may include:

  • Visual evidence packs

  • Booking flow and timeline documentation

  • Comparative experience benchmarking

  • Follow-up or re-audit reviews

  • Multi-site or multi-experience assessments

All add-ons are scoped in advance.

What We Do Not Offer

To maintain independence, we do not:

  • Deliver training

  • Manage staff or operations

  • Implement recommendations

  • Run marketing or advertising campaigns

  • Act as an ongoing agency

This ensures our work remains objective and credible.

Who Our Services Are Suited To

Our services are suited to:

  • Hotels and resorts

  • Luxury villas and holiday accommodation

  • Cruise operators

  • Curated tours and experiences

  • High-end restaurants

  • Destination and tourism brands

Especially those targeting mature, high-value travellers.

Engage With Clarity

Each engagement begins with a conversation to determine scope, suitability and timing.

No obligation.
No long-term contracts.

Request a Services Discussion