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Horizon Theory is a next generation customer experience company, with a focus on the metrics and ROI associated with implementing a great customer experience strategy.

Horizon Theory sees the bigger picture. We know that your brand is the sum of its touchpoints and that putting the customer first is essential to securing a sustainable competitive advantage. 

Combining our expertise and creative approach, we partner with our clients to create a meaningful and relevant customer experience, consistently and expertly delivered at every point of contact in the customer journey.

Please scroll down to learn a little about our approach to putting the customer first.


Our CX Services

Our approach to any engagement involves us sitting with your team and doing a lot of listening; we are solution agnostic and always strive to include the voice of the customer in our journey with you.

Below are some of our key customer experience services:


Customer Experience Strategy

Development of transformative customer strategy that effectively and profitably aligns customer needs to business operations and outcomes. 

Customer Research and Insights Development

Customer Research & Insights Development

Empirical, accurate and effective insights development (based on the jobs to be done methodology).

Design-led Innovation

Design-led Innovation

Design-led, human-centric approach to meet the innovation needs of the business, it’s people, the required processes and possible technologies.

Voice of the Customer Measurement

Voice of the Customer Measurement 

Development and implementation of VOC measurement frameworks and tools to measure and optimise customer experience strategy.

Data and Analytics

Data & Analytics

The transformation of data into value through advanced analytics such as predictive modelling, scenario planning and AI based algorithms.

Technology Enablement

Technology enablement

Auditing and remediation planning for technology environments to align with the enablement requirements of the customer experience strategy.

Customer Journey Mapping

Customer journey mapping

Visualisation of the central organising point for customer experience. The customer journey is developed with key qualitative insights.

Stakeholder Training and Enablement

Stakeholder training & enablement

Embedding customer centricity across all functional areas of the business, empowering employees to deliver superior customer experiences.

CX Activation Process

Putting together a great customer experience strategy will not deliver results on its own, we work closely with your team and our partner network to activate and deliver results against your customer experience strategy.

Below is our four step customer experience activation process:


1. Discover

2. CX Business Case

3. Design

4. Activate

Our Partner Network

Below are some of the fields of expertise that our partner network can deliver within:




Data & Integration

Technology Hardware




Advanced Analytics / AI


Employee Engagement


“Customer Experience will overtake price and product as the key brand differentiator by the year 2020.”
- Walker
"Maximising satisfaction with customer journeys has the potential to increase customer satisfaction by 20%, and lift revenue by up to 15%.”
- McKinsey & Company
“72% of businesses say that improving the customer experience is their top priority.”
- Forrester

Contact Us


Want to work with us? Like the sound of our approach to customer experience?
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