CX Strategy Consulting.

Beyond automation, the conversational experience should enable connection between human and the brand.

At Reso, we design chat and live support experiences that feel natural, purposeful, and personal. Our approach blends behavioural insight, service design and platform fluency to create conversations that support CX, not just answer tickets.

We help brands design for how people actually speak, search, hesitate and ask. Because good chat doesn’t just respond. It resolves.

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Experience should be measurable, designable, and central to growth.

Our maturity audits help brands understand where their customer (CX) and employee (EX) experiences really stand, and where they need to evolve.

By integrating behavioural insight, business pragmatism, and a co-designed roadmap, we help teams build the clarity and confidence to move forward.

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AI is everywhere. But most applications feel bolted on, disconnected from real needs or customer realities.

We help brands apply AI where it actually matters across the customer journey. Whether it's generative, agentic, or predictive, our approach is consultative, behaviour-led, and grounded in performance.

Because smart AI doesn’t just automate. It anticipates, enhances, and evolves the experience without losing the human thread.

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We don’t just map customer journeys. We uncover how real people behave, decide, and connect. Our behavioural-first approach to journey mapping helps brands not just see the experience, but shape it. Designed for marketers who want more than diagrams, our process surfaces friction, reveals unmet needs, and unlocks opportunities for smarter, more human CX.

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We help brands move beyond generic experiences to design CX that responds to intent, adapts in real-time, and delivers value for customers and business. Our personalisation strategies are grounded in behavioural insight, backed by data, and built to scale across journeys, segments, and channels.

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Multichannel means you're present in many places. True omnichannel means those places connect. It’s a customer-first system that aligns journeys, data, messaging, and operations.

An omnichannel experience allows your customers to move seamlessly between channels whether it's online, in-store, in-app, over the phone, without starting over, repeating themselves, or getting stuck. Every interaction feels like part of one continuous conversation.

That’s what today’s customers expect. And it’s where many brands fall short.

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We design Voice of Customer (VoC) programs that do more than capture feedback. They close the loop between what people say and what the business does.

At Reso, we help teams move from data collection to decision activation. From ad hoc surveys to always-on systems that surface real customer insight, mapped to moments, channels, and outcomes that matter.

With the right structure, VoC becomes more than a reporting layer. It becomes a strategic capability that shapes better journeys, products, and decisions.

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Experience is shaped by the systems, people, and decisions behind it.

Our approach to service blueprinting goes beyond visualising touchpoints. We help brands understand the full experience ecosystem that harnesses frontstage and backstage, digital and physical, customer and employee.

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