UMM AI 
Customer Retention
Connected, relevant journeys mean more people finish, and more come back.
Customers judge you on the whole, not the parts. Every disconnect becomes effort for them.
Design the enterprise around the customer
Unified Modern Minds pull ahead design around the customer, not the org chart. We unify strategy, journeys, data, and AI into one experience your whole enterprise can deliver, at scale.
Speak to our Team
One Customer. One Unified Experience. One Connected Enterprise.
24%
average uplift on
priority journeys
priority journeys
38%
less customer effort
and support load
and support load
6+
sectors, one
operating model
operating model
Why It Matters
Experience is around
Experience is around
Businesses, not just Projects.
Cost Efficiency
Removing repetition and manual handoffs make every interaction cheaper.
At scale, small frictions compound into lost revenue, higher cost, and slower growth.
Trust Factor
A consistent experience is the quiet reason customers stay, and recommend.
The brands that lead, treat experience as an operating capability they build and govern.
The Practice
The experience layers we
The experience layers we
Design, Connect, and Operate with.
Direction and the journeys that matter, so investment follows the moments that move the business.
The future journey and the service model behind it, validated before build.
Behavior and feedback turned into decisions leaders can act on in time.
AI applied where it makes an interaction more relevant, within clear governance.
Consistency after launch, with ownership and measurement built in.
Services
Services built around
Services built around
connected experience.
Experience strategy & advisory
A prioritised roadmap and the business case that ties experience to real outcomes.
Journey & service design
Future-state journeys and service blueprints, validated with real customers.
Insight & customer intelligence
Research, analytics, and Voice of Customer that close the loop to action.
Personalisation & AI enablement
Relevant, governed AI experiences designed to protect trust and data.
Design & delivery build
Production build of the experience across web, product, and service channels.
Experience operations & governance
An accountable operating model that keeps the experience improving after launch.
Built For Your Scale
The challenge
A single flagship journey to get right, limited research capacity, and pressure to convert without over-building.
New channels added faster than shared context, inconsistent experiences, and rising support demand.
Multiple journeys, markets, and systems where internal complexity surfaces as customer friction.
Our approach
Sharp journey mapping, focused design, and a lightweight measurement loop that proves what works before you scale it.
We connect the journey across channels, standardise the experience, and put Voice of Customer to work.
Enterprise experience strategy, connected design and delivery, and governance across business units.
The return
“Lift conversion on your priority journey by 20 to 30 percent and cut drop-off within the first 90 days.”
“Reduce customer effort and support volume by 30 to 40% while improving CSAT.”
“Improved retention and digital adoption while lowering cost to serve across the enterprise.”
Our Tech Stack
Platform-fluent,
Platform-fluent,
never platform-led.
Experience and Content Platforms
- Adobe Experience Manager
- WordPress VIP
- Contentful
- Optimizely
- Sitecore
Commerce and Portals
- Salesforce Commerce
- Adobe Commerce
- SAP Commerce
- Shopify Plus
Customer Data Platforms
- Salesforce Data Cloud
- Adobe Real-Time CDP
- Segment
- Tealium
CRM and Service
- Microsoft Dynamics 365
- Salesforce
- ServiceNow
- Zendesk
Journey Orchestration and Automation
- Salesforce Marketing Cloud
- Adobe Journey Optimizer
- Twilio
- Braze
Analytics and Voice of Customer
- Google Analytics 4
- Adobe Analytics
- Qualtrics
- Medallia
- Hotjar
Personalization & AI
- Dynamic Yield
- Adobe Sensei
- Amplitude
- Einstein
Design and Research
- UserTesting
- Figma
- Miro
- Maze
In Your Sector
Experience shaped to
2. Banking, Financial
4. Manufacturing &
5. Telecommunications
Experience shaped to
the realities of each industry.
1. Retail & Ecommerce
Connect digital and physical interaction across discovery, purchase, fulfilment, and returns, without losing context in between.
- Abandonment
- Personalisation
- Cost to serve
2. Banking, Financial
Services & Insurance
Make onboarding, servicing, and claims clearer and easier without compromising security, compliance, or trust.
- Completion
- Digital adoption
- Resolution time
3. Healthcare & Life Sciences
Cut uncertainty and administrative effort across accesses, appointments, and follow-up while protecting privacy.
- Access
- Attendance
- Continuity of care
4. Manufacturing &
B2B Services
Connect customer, dealer, and service journeys across quoting, ordering, and field support.
- Quote cycle
- Portal adoption
- Service resolution
5. Telecommunications
& Media
Simplify complex interactions, communicate proactively, and resolve issues before trust declines.
- First-contact resolution
- Containment
- Churn
6. Hospitality & Travel
Carry preferences across search, booking, arrival, and service, and recover faster when disruption hits.
- Booking conversion
- Satisfaction
- Recovery time
Delivery Approach
From the first insight to an
Step 01
Step 02
Step 03
Step 04
Step 05
From the first insight to an
experience that keeps improving.
Discover
Define the customer problem, the priority journeys, and what success has to look like.
Map
Research behaviour and context, then surface the friction, handoffs, and moments that matter.
Design
Create the future journey and service model, and validate it before build.
Deliver
Align teams, systems, and operations around implementation, with governance throughout.
Optimise
Measure, learn, and improve continuously through feedback and experimentation.
Engagement Models
Flexible ways to move from
Flexible ways to move from
idea to working experience.
Experience assessment
Design sprint & pilot
Design & delivery build
Embedded experience pod
Best for
Deciding where to start and building the case.
Proving a redesigned journey quickly.
Delivering the experience into production.
Running experience as an ongoing capability.
Rhythm
A focused, time-boxed engagement.
Short cycles with validation built in.
Integrated design and engineering teams.
A standing team with governance.
You get
A prioritised roadmap and business case.
A tested, build-ready journey.
A live experience across channels.
Continuous improvement and ownership.
Frequently Asked
Questions
Got more questions?
With a focused assessment of your priority journeys, customer evidence, performance, and current technology, which defines where to start and what to change first.
Yes. We assess integration first and recommend replacement only when the existing environment genuinely cannot support the intended experience.
Outcomes and baselines are agreed before we build, spanning conversion, retention, customer effort, resolution time, digital adoption, and cost to serve.
Every use case has clear ownership, approved data sources, access controls, monitoring, and a defined point of human escalation.
No. Phased releases, pilots, and controlled migration keep existing journeys available throughout the transition.