Fast-growing Bath-based creative agency Mr B & Friends has launched a sister business CXCo to meet spiraling demand for customer experience (CX) consultancy services.
CXCo specialises in helping clients measure, develop and manage their CX.
According to the team behind CXCo, in the age of the consumer when the fortune and financial wellbeing of brands are in the hands of its customers, CX management has never been so important.
Operating alongside the main agency, CXCo will focus on helping clients understand the commercial relevance of CX management and development.
The firm has created a strategic partnership with leading UK CX assessment provider Investor in Customers (IIC) and will use its diagnostic tool to measure and assess customer experience delivery for a range of business and consumer brands.
Among those already using the IIC model to measure and evaluate their customer experience delivery performance are AXA, Legal & General, Pilkington Glass and several Tui travel brands. 
CXCo will also offer a range of CX development services including people development, service design, UX strategy, customer journey enhancement and Net Promoter programmes.
Mr B & Friends chief executive Simon Barbato, pictured, has the same role in CXCo, said: “I’ve been actively involved and exposed to customer experience management for around six years with IIC on a number of high profile client accounts.
“It’s widely accepted that brand and CX are inextricably linked and that’s why we have set up CXCo – to help our clients to create a truly joined up brand promise and experience that maximises the impact of both.
“Our objectives are to help our clients in three ways: to achieve more valuable relationships, reduce churn and to heighten advocacy. Achieving this will give our clients a powerful competitive advantage and strong differentiation.”
CXCo launches with a team of six in its Bath head office but there are plans to open a London office within 12 months headed by business development director Steph Walker, who joined from Pearlfinders in April.
