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At Emerald Thinking

we apply a human lens
to transform your data
into human insights.


We turn our human insights into action plans and strategies to deliver better connected customer experiences.

We help to understand the omnichannel strategy needed to drive digital transformation within your business.

Activate Strategies: Three core areas of expertise

Customer Experience Mapping

Our 5-step approach to develop better brand experiences for your consumers and greater return on experience for your business. Activate what your consumers need.

Customer Experience Mapping Dream


Uncovering how consumers are talking about your brand, product and competitors. Their conversations, perceptions and motivations to purchase.
Activate Products Content Framework


Uncovering what consumers need to buy, their barriers to purchase, support needed, questions raised, interest and engagement levels.
Customer Experience Mapping Act


Uncovering what tips a consumer into the final purchase, or gets them to pull out of the purchase. How they buy, what they buy, where, when and how much they are willing to spend.
Customer Experience Mapping Enjoy


How consumers engage with your product and brand. Their post purchase perceptions, experiences, levels of engagement, and more importantly, what they love about you.
Activate Insights: Three core areas of expertise


Description of each different audience; their needs, motivations, barriers, levels of engagement, what they love, don’t love about the brand, how they prefer to engage with you.

Our 'Activate' Products

Designed to answer our clients most common challenges.

Activate Products Brilliant Customer Experiences

Brilliant Customer Experiences

Activation and creative strategies developed to deliver truly connected customer experiences. Maximise customer engagement. 

Uncover Products No Compromise Segmentation

Data Strategy

Activation plan to get the most out of your data. A strategy to outline what data to collect, how to use and how to segment or model.

Activate Products Contact and Communications Strategies

Contact & Communications Strategies

Customer journey mapping to identify who gets what, when, where and how much. We apply an omnichannel lens, so each channel delivers a better, connected customer experience.

Activate Products 360 Channel Strategy

360 Channel Strategy

We map the optimum channels to get closer to your consumers and the role of each channel in the customer experience mix. Engaging with customers at the right time with the right message.

Activate Products Content Framework

Content Framework

Content strategy developed to give you overarching content pillars and themes to satisfy your customer needs, motivations and barriers to purchase.

Case Studies

Suzuki Client Logo of Customer Experience Agency

Suzuki GB

Product used: Brilliant Customer Experiences

How do you launch the Jimny, a new car 19 years in the making? Where consumers, journalists and auto professionals think they know the new model inside out, how do you bring the car to life when it isn’t in the country? Yet, keep consumers wanting to buy until it arrives? And on top of all of that – get consumers to feel part of an exclusive club?  A content strategy, challenging how content is traditionally used in email to make consumers feel they are driving the Jimny, and a communication strategy timed to continuously build excitement.


Product used: Brilliant Customer Experiences

Autistica wanted to move from a one size fits all communication strategy to one that recognises the needs of different Autistic community groups. And in doing so, make the most of their great content to drive deeper engagement and commitment. With limited customer data we blended Website, Email and Social Analytics to uncover 5 distinct needs and motivations and 5 discrete audience segments. From these insights we created an easy to use tool kit including a communications, channel and content strategy to drive access to support, engagement and donor value across the groups.

Autistica Client Logo of Customer Experience Agency
Asthma UK Client Logo of Customer Experience Agency

Asthma UK

Product used: Data Strategy

Asthma UK wanted to identify data and audience quick wins to apply to on-going and future data and communications strategy. By blending their website, social and database data together we uncovered how consumers perceive Asthma UK and the needs they seek to satisfy. From these insights we developed a new way of segmenting their database, targeting strategy, communications framework all designed to recognise the different needs and motivations of each segment.  And more importantly to convert consumers from ‘patients’ to ‘supporters’.

What our clients say...