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CX Strategy and Research
Understand the customer to convince the customer.
It all starts with a decision that needs to be made. A site with few conversions. Fuzzy audiences. Journeys with hitches. Assumptions about the cause are many, but without a methodology, it’s hard to know which are correct. CX research brings clarity. By combining qualitative research and AI, it validates what works, eliminates uncertainty, and allows you to move forward with confidence.
For 70% of executives, customer expectations evolve faster than their capacity to adapt the organization.
Before you act, validate.
CX diagnostic
Identify blind spots before investing. We analyze customer journeys, data, and irritants to understand where and why performance is actually blocked.
User research
Understand the real expectations of your customers. We conduct interviews, tests, and surveys to define useful personas and prioritize audiences based on their impact. We also integrate AI and synthetic users to accelerate our research and enrich the insights.
Validation and user tests
Test your ideas before deploying them. We put your concepts, prototypes, and information architectures to the test through user trials to bolster your decision making at every key phase of development.
Validation et tests utilisateurs
Testez vos idées avant de les déployer. On met à l’épreuve vos concepts, prototypes et architectures d’information avec des tests utilisateurs pour sécuriser vos décisions à chaque phase clé de développement.
Why us?
Our CX projects don’t start with a redesign. They start with research.
We cross-reference qualitative research, behavioural data, and artificial intelligence to truly understand your customers. We create synthetic users that enable the acceleration of analysis without compromising the quality of insights. The goal: to reduce your risk and maximize your investments.
Our clients’ results say it all.
In Quebec, a large portion of the population still underestimates the importance of legal protection, often delaying action until an issue arises.
We focused on a simple approach making complex topics accessible and human. By partnering with trusted local media and using multiple content formats, we reached people where they already consume information.
Video, articles and podcasts each played a specific role to capture attention, spark reflection and shift perceptions.
Result over 1.4 million video views exceeding targets by 472%, strong content overperformance and thousands of completed listens. Proof that a well executed content strategy can truly change how people perceive complex issues like legal protection.
In a context shaped by strong seasonality and international competition, Québec maritime needed to convert traveler interest into tangible actions for its partners.
We redesigned the entire digital experience based on real traveler needs. By structuring the site around key moments in the journey, optimizing search visibility and deploying a strong media strategy, we improved how users discovered and engaged with partner offerings.
Every optimization focused on one goal make discovery easier, reduce friction and drive action.
Result over 11,000 visits were driven to partner websites, bounce rate decreased by 26% and cost per click dropped by 38%. Proof that a well aligned web strategy can directly support a region’s tourism economy.
In a context where ticket sales relied heavily on paid media and third party platforms, evenko needed to regain control of its audiences and structure long term growth.
We supported the organization through a full transformation of its digital operations. By defining a clear roadmap, rethinking the role of the website and structuring data, we helped evenko shift from a campaign driven approach to a long term asset driven strategy.
At the same time, we improved user experience, optimized conversion tracking across multiple platforms and introduced personalization strategies to strengthen audience relationships.
Result a 12 month roadmap aligned teams, six personas were defined to better target both B2C and B2B audiences and a progressive transformation of marketing operations was implemented. Proof that a structured vision can sustainably transform marketing performance.
In a B2B environment with complex orders and distributed inventory across the country, Groupe Deschênes needed to modernize its digital offering without disrupting operations.
We supported the group in structuring its entire e commerce ecosystem. By harmonizing product data, designing an experience aligned with real world needs and integrating real time availability across more than 100 locations, we enabled customers to access reliable and actionable information.
At the same time, we coordinated the launch of multiple transactional sites and supported the creation of an organization capable of sustaining this transformation.
Result over 100 locations now offer synchronized product availability, 8 transactional sites were launched and a strong foundation was built to support long term e commerce growth. Proof that a structured approach can simplify even the most complex environments.
In a context where Olymel needed to better reach its B2B audiences and support its sales teams, the company required a platform aligned with the complex realities of the foodservice market.
We supported the creation of a structured digital ecosystem based on the needs of different segments. By simplifying access to product information and developing practical tools to support decision making, we enabled users to quickly find the right products.
This approach transformed the platform into a true sales enablement tool.
Result traffic doubled within the first month after launch, four B2B segments were addressed with tailored experiences and more than 12 specialized tools were deployed to support users. Proof that a well designed platform can accelerate adoption and support commercial performance.
As Technologia’s offering became increasingly complex over time, the company faced a major challenge in clarity and customer understanding.
We led a full strategic transformation by redefining positioning, simplifying the offering and structuring a new experience centered on user needs. By combining user research, content strategy and information architecture redesign, we shifted from a fragmented catalog to a cohesive experience.
This approach aligned business vision with digital experience.
Result a complete strategic repositioning was deployed, improving clarity, enhancing user experience and better supporting business growth. Proof that a well executed transformation can become a business driver.
As the Grands Ballets Canadiens expanded their offering, the organization needed to modernize its website without compromising existing performance.
We led a full strategic redesign by restructuring the information architecture, optimizing SEO and improving user experience. Every decision was made to simplify discovery and streamline the purchase journey.
This approach transformed the website into a true conversion engine.
Result revenue increased by 20% without relying on campaigns, organic traffic grew by 53% and bounce rate decreased by 15%. Proof that a well executed redesign can directly drive revenue growth.
In a context where the STM website needed to support critical user tasks, the challenge was to simplify access to information and prioritize essential actions.
We redesigned the experience based on in-depth user research to identify key use cases and eliminate friction. By structuring the site around core tasks and optimizing interfaces, we made essential tools more accessible.
This approach transformed the website into a true service platform.
Result trip planner usage increased by 24%, bounce rate decreased by 25% and mobile visits grew by 4.7x. Proof that a user-centered experience can significantly improve engagement and performance.
As Nature’s Touch digital initiatives were fragmented, the company needed to structure its efforts to gain consistency and efficiency.
We developed a comprehensive digital strategy covering the entire ecosystem, from content to media and customer experience. By defining clear priorities and a roadmap, we aligned internal teams and partners around a shared vision.
This approach turned strategy into an actionable execution tool.
Result a unified strategy was deployed, becoming a central guide for all digital initiatives and enabling structured growth. Proof that a strong strategic foundation can drive efficiency.
Finding answers is in our DNA.
Why do user research before a digital project?
To build on top of valid theories, not intuition. CX research lets you understand what your customers truly expect, reduce risk, and make better decisions before launching a project.
What are the benefits of a CX strategy?
Improve satisfaction, optimize conversions, and reduce friction, all while providing a clear vision of customer experience to your teams.
How much time does user research take?
A few weeks for a targeted study. Several months for a foundational program. We adjust based on your objectives and level of technological maturity.
What purpose does artificial intelligence serve in CX research?
User interviews and tests, surveys, analysis of behavioural data and customer journeys. We cross-reference the qualitative and the quantitative to produce effective, complete CX research.
What purpose does artificial intelligence serve in CX research?
To more quickly analyze large quantities of data, detect patterns, and enrich insights. We also use synthetic users and fictional profiles generated by AI to accelerate CX research and limit bias.
You know where you want to go.
We know how to get you there.
Tell us what you need and we’ll help you find the best solution.
Find and leverage what really matters.
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