Consumer Experience

Consumer Experience

Independent management consultants specializing in customer experience

Umbrex connects our clients to independent management consultants who design customer experiences to meet business goals. Over 90% of our customer experience consultants are alums of McKinsey, Bain, or BCG. The majority also have held industry roles in which they were responsible for managing the customer experience.

How we help clients with customer experience

Map each step in consumption process from the customer’s perspective

Deliver differentiated and valuable assistance to customers

Test and iterate across channels to reduce customer acquisition cost

Understand and address root causes for customer attrition

Managed customer experience at top firms such as:

Head Of Customer Experience

Senior Associate Brand Manager

Digital Product and Experience Management

Director, Customer Experience

Director, Customer Experience

Managing Director, Client Experience

VP Product, Digital Client Experience

Vice President, Patient Experience

Head Of User Experience

VP Client Experience

Industry examples of customer experience projects

Consumer Packaged Goods

For a global beverage company, redefined loyalty program from inception to completion. Increased customer retention and engagement on digital platforms.

Financial Services

Conducted an end-to-end diagnostic of residential lending processes for a private bank, focusing on customer journey. Identified a set of opportunities to improve the customer experience.

Healthcare

For an integrated managed care consortium, led initiative that improved clinical call center service levels by 37% and raised patient satisfaction by 12% within one year.

Travel & Logistics

For a $1.8B multinational hotel company, implemented a 3-year growth and transformation plan based on enhancing customer value. Grew rewards program to 100M+ members globally. 

What clients say

Insights on customer experience from our podcast:​

ravi-rao-mckinsey-alum-los-angeles-ca

Episode
28

Customer Experience

Ravi Rao

celine-teoh-mckinsey-alum-san-francisco-ca

Episode
63

Customer Retention

Celine Teoh

Episode
380

Customer Centricity

Stefan Kolle

Episode
403

Customer Experience Excellence

Rick Denton

Insights on consumer insights from our members:

March 7, 2021
Caroline R Taich Thought Leadership

How to Become a Champion of Change

Caroline Taich shares a  post on change and the skills you need...

March 6, 2021
Ian Tidswell Thought Leadership

An Informative Infographic on Pricing

Ian Tidswell shares pricing information on creating and capturing value in...

March 5, 2021
Susan Meier Thought Leadership

Key Steps to Developing the Personal Brand 

Susan Hamilton Meier was recently interviewed on The Whole Person Podcast...

Useful resources on consumer insights recommended by our members

  • National Association of Corporate Directors
  • Society for Corporate Governance
  • International Corporate Governance Network
  • Business Roundtable

How to get started

1

Tell us about your project

2

Interview candidates

(We’ll provide bios within 48 hours on average)

3

Select your consultant and start work

Find a customer experience consultant

or email us at: inquiry@umbrex.com