Customer experience done with care.
Quietly powered by intelligence. Always led by people.
At In Good Company, we help businesses improve how customers feel - not just how systems perform. We work alongside your team to understand what’s really happening for customers at every stage of their journey -then we remove friction and overly complex processes, and introduce intelligent tools where they genuinely help.
Because when customers feel understood, trust grows.
And when trust grows, businesses do better.
clarity, empathy, and intelligent support.
clarity, empathy, and intelligent support.
What we offer
In Good Company helps organisations care better at scale.
We bring together:
Customer experience strategy
Service and journey design
Thoughtfully applied AI and automation
Not to replace people - but to amplify their skills and help them get things done faster.
We focus on the moments that matter most to customers and teams, then design solutions that make those moments smoother, clearer, and more human.
No jargon.
No unnecessary complexity.
Just practical improvements that customers can feel.
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Understand what’s really happening for your customers
When things feel messy, unclear, or stuck, this is where we begin.
We work closely with your team to understand their challenges. We listen to customers, map moments of friction, and surface the gaps between intention and experience.
This work brings focus and shared understanding, giving you a clear foundation for change.
Typically includes:
Customer and stakeholder listening
Journey mapping and experience diagnosis
Insight synthesis and prioritisation
Clear recommendations and next steps
Best for:
Teams seeking alignment, insight, and direction before making changes. -
Design and deliver better customer journeys
Once priorities are clear, we help you improve the moments that matter most.
This work focuses on redesigning journeys, processes, and touchpoints so customers feel supported — and teams feel capable. We combine user experience design with operational insight, introducing intelligent tools only where they genuinely reduce friction.
The result is progress customers can feel, not just see.
Typically includes:
Journey and service redesign
Frontline and operational improvements
AI-enabled support where appropriate
Testing, refinement, and rollout
Best for:
Organisations ready to move from insight to action. -
Ongoing support as you embed change
Some changes take time — and good company doesn’t disappear once the work begins.
This option provides ongoing, trusted support as you implement, refine, and evolve your customer experience. We stay close to your team, offering guidance, insight, and hands-on help as needs arise.
It’s a flexible partnership designed to support long-term care, not one-off fixes.
Typically includes:
Ongoing CX and service support
AI and automation optimisation
Team enablement and coaching
Regular check-ins and adjustments
Best for:
Teams who value continuity, trust, and a long-term partner.
You don’t need to choose a “package.”
These are simply three ways we tend to work.
Most engagements begin with Find Clarity - but not all.
We’ll always recommend what’s right for your customers and your team.
Who
we are
We’re strategists, designers, and operators with deep experience across brand, customer experience, operations, service design, and intelligent systems. But titles aren’t what matter most to us.
What matters is how work lands with real people.
We’ve spent years inside growing businesses, established brands, and complex service environments - helping teams untangle systems, reduce friction, and reconnect with the people they serve.
We’re calm in complexity.
We’re thoughtful about change.
And we’re deeply respectful of the humans on both sides of the experience.
We don’t arrive with a fixed playbook.
We listen, learn, and shape solutions around what’s actually needed - using intelligence carefully, and always in service of care.
Because good company isn’t loud.
It’s present, capable, and trustworthy.
Contact Us
Want to collaborate? Just share a few details, and we'll be in touch soon. We're excited to connect with you!