Independent customer experience consultancy
Every experience has a story. Let's unfold it.
UnfoldCX is a customer experience consultancy. We help you listen to customers, understand what's driving their experience and act on it, working with your team or alongside your partners. We advise on any platform and know Qualtrics in depth.
The first call is free and carries no obligation.
- 10 years
- of Qualtrics experience behind the firm, 2016 to 2026
- Set up and advised
- five years setting up feedback programmes for clients, five years advising companies on running them
- Certified
- CCXP and XMP for CX and Qualtrics, PMP and PMI-ACP for project delivery
- Your team
- we work inside it, or alongside the partners you already use
Who we help
Where we usually come in.
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Starting a programme
You have a budget and a platform, or soon will. You need a design that says what to measure and who acts on the answers.
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Fixing one that has stalled
Scores are reported and nothing changes. Dashboards go unopened and nobody owns the follow-up.
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Moving to Qualtrics
You're moving to Qualtrics, or bringing several tools together on it, and want help from someone who knows the platform well.
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Extending your own team
You need senior CX experience in your team for a project or a busy period. Or you're a research firm or partner that needs CX capacity alongside your people.
The method
Listen, understand, act.
Our work is finding where feedback stops moving round this loop and getting it going again.
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Stage 1: Listen
Ask the right people at the right moment.
We help you choose which interactions deserve a survey and keep each survey short. Every response carries the operational detail needed to act on it, and contact rules stop any customer being asked too often.
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Stage 2: Understand
Know what to fix first.
A score tells you how you're doing but not what to do about it. We find out what's driving it, from the drivers and the comments, and help set up reporting that shows each team the few things that most affect its customers.
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Stage 3: Act
Close the loop for the customer and the cause.
The customer who raised a problem hears back. Patterns go to a forum that agrees root-cause fixes and tracks them, so the next customer doesn't run into the same thing. Later feedback shows whether customers feel the difference. Your teams do the work, and we help you set up how it runs.
What we do
Strategy and delivery.
We design programmes that work in practice, and can do the Qualtrics setup ourselves where that helps. Your team or a partner can build the rest.
Strategy Deciding what to run
- Programme design
- Goals, measures, touchpoints, roadmap and ownership, written down in one blueprint.
- PlanSet up
- Governance and centre of excellence
- Who decides, who acts and the standards every team follows.
- PlanSet upRun
- Programme review and recovery
- An audit of what you run today, with ranked recommendations and a plan to act on them.
- RunImprove
- Value and ROI
- Linking experience data to revenue, churn and cost, so the programme can defend its budget.
- PlanImprove
Delivery Putting it in place
- Feedback capture
- Surveys, digital intercepts and contact-centre feedback at the touchpoints you have prioritised.
- Set up
- Closed-loop feedback
- Alerts, case routing and follow-up for every complaint that needs an answer.
- Set upRun
Qualtrics Hands-on with the platform
- Qualtrics implementation
- Hands-on setup when you need it, independent oversight when a partner is building.
- Set up
- Migration to Qualtrics
- Moving surveys, history and reporting to Qualtrics without breaking the trend line.
- Set up
- Qualtrics health check
- An independent review of how your account is set up and used, with a fix list in order.
- RunImprove
See where each service fits as your programme unfolds
Platform
Where Qualtrics comes in
Good CX practice is the same on any platform, and we have no licences to sell. Where Qualtrics is involved, we can do the setup ourselves or guide your team or partner through it.
How we work
One piece of work, or ongoing support.
A defined piece of work
Small or large, with an agreed scope and price.
Part of your team
Senior CX help for a set number of days each month.
Alongside your partner
CX advice or an independent eye on a partner's project.
Experience
Ten years of enterprise programmes, across seven industries.
Our principal consultant worked on these as part of Qualtrics teams, before UnfoldCX was set up. Qualtrics was the contracted party, and we describe clients by industry only.
- 7
- industries, from automotive to the public sector
- Global
- rollouts across dozens of markets
- Millions
- of historical responses migrated without breaking the trend
- Thousands
- of users on a single programme at launch
Automotive, telecoms, airlines, pharma and medical technology, retail and consumer brands, financial services and the public sector.
Questions
Questions you may have.
Do you only work with Qualtrics?
No. Most of what we do works on any platform: programme design, journey mapping, survey design, dashboard design, analysing what drives your scores, closed-loop processes and governance. Qualtrics is where our technical knowledge goes deepest. If you need hands-on setup of a different platform, we'll tell you honestly whether we're the right people for that part.
Can you work as part of our team?
Yes. You can bring us in for a set number of days each month, working inside your CX team, or use us alongside an agency, research firm or implementation partner. The how we work page has more on both.
How much does it cost?
Every engagement is scoped to the organisation, which is why there's no price list. The first call is free. After it you get a written proposal with the scope, the timeline and the price, and nothing starts until you've agreed it.
What size of organisation do you work with?
We work with organisations of any size. The experience behind UnfoldCX is mostly in large, multi-market organisations. A smaller programme needs fewer touchpoints and lighter governance.
Can you share client references?
We don't publish client names, logos or quotes. Our principal consultant's experience was gained at Qualtrics, where Qualtrics was the contracted party, and those clients' confidentiality stands. References from UnfoldCX engagements will be added once they're completed and approved.
Where are you based?
We're based in Dublin and work remotely, with workshops on site by arrangement.
Contact
Tell us where your programme is.
A short note is enough. We reply to every message ourselves.
- Email
info@unfoldcx.com - LinkedInlinkedin.com/in/virgilhammond