Your brand is made up of the experiences it delivers.

See Their World as They Do

The brands that are best at creating meaningful customer experiences and breakthrough innovations share one attribute: the ability to tap into the underlying drivers – the Human Truths – that matter most to those they serve. Walking in your customers’ shoes and seeing through their eyes is how we find truly creative ways to solve problems and address unmet needs. Brandtrust Experience Strategy applies principles and perspectives from the social and behavioral sciences, helping us to identify and empathize with the many diverse experiences people have with your brand, products, and services. Together, we use these understandings to develop strategies based in Human Truth that inspire high-impact experiences and innovations.
customer experience strategy

Focus on the Moments that Matter

What do customers truly take away from their experiences with a brand? Rather than a mental tally of all touchpoints, the “Peak-End” rule, a phenomenon established by Nobel laureate Daniel Kahneman, demonstrates that it’s the intense positive or negative moments along the journey, as well as the end-point, that are truly significant. These moments form the emotional bonds that encourage customer loyalty and advocacy. Brandtrust helps you blueprint products, services and experiences that authentically connect your brand strategy with the deeper needs of your customers at the moments that matter most.


Customer Journey Maps

Customer Experience Design

Digital/UX Strategy + Design

Innovation Pipeline

Salesforce Activation

Frontline/Service Activation

What We Enable

Holistic Journey Maps

Holistic Journey Maps

We help you chart your customers’ functional and emotional path

Moments That Matter Most for Customer Experience

Moments That Matter Most

We help you identify the customer interactions that make a difference

Impactful Innovation

Impactful Innovation

We help your teams align on and activate relevant innovation platforms

Improved Sales/Service Experience

Improved Sales/Service Experience

We help you equip your people to deliver positive customer experiences

"Brandtrust is extremely effective at synthesizing insights to build an innovation pipeline."
Research Manager
- Global CPG Manufacturer
"Brandtrust is focused on the right things - human feelings and interactions."
Customer Experience Manager
- The Hartford
"Brandtrust provides a new, deeper, more interesting and valuable way to gain insights and clarity on what to do based on insights"
VP, Derivatives Client Experience
- Charles Schwab
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Unlocking the emotional code for work in order to redefine the brand experience