Hi, we’re J5

We put people at the heart of strategies, services and digital transformation.

The Experience is everything.

All of us have spent hours on the phone with customer service departments, struggled to navigate through airports or been frustrated with digital interactions.

Unfortunately, the siloed nature of most organizations creates disconnected services due to a lack of ownership and accountability across internal departments and functions.

According to recent research, companies that focus the entire organization on delivering a better experience for their customers, employees and communities outperform industry peers by six times.

People will forget what you said and what you did, but they will never forget how you made them feel.

- Maya Angelou

A better customer experience is the new competitive advantage.

Revenue or Donations

A Gartner survey found that 75% of organizations can now show that customer satisfaction leads to revenue growth through increased customer retention or lifetime value.

Employee Productivity

With clear expectations, resources to execute combined with ongoing feedback that guides progress and performance, employees feel valued and motivated to do their best work.

Lower Operating Costs

Customer and employee research supported by real data provides insights and perspectives into business operations. Leaders see what is working and what can be improved.

Our Total Experience Framework can accelerate change from within.

ASSESS

Everything starts with an aspirational customer-centric vision highlighting the capabilities, values and behaviours required to drive transformation and change from the inside out.

DELIVER

We lead projects, enabling cross-functional teams to go from idea to implementation, demonstrating quick wins and measurable improvements that will bring the rest of the organization along.

RUN

Sustaining and scaling requires new governance and operating models combined with technology, data and analytics to improve strategies and operations over time.

From idea to implementation

What makes us different? We start by understanding the needs and context of three groups: customers, employees and your business.

Our approach encourages testing assumptions in the real world. Anything that goes beyond “prototyping” receives buy-in from all stakeholders because they have been involved from the very beginning.

Observe and explore the unmet needs and aspirations of customers, employees and the organization.
Insights from the discover phase are synthesized and aligned with business objectives, creating clear problems statements to guide design decisions.
Seeking inspiration from elsewhere and co-designing with a range of different people.
Delivery involves testing out different solutions, rejecting those that will not work and improving the ones that will.