Thoughtful support for customer experience, growth, and change
At In Good Company, we help organisations improve how customers experience their brand — and how teams are supported to deliver that experience.
Our services span customer experience, service design, marketing and communications, systems, and AI-enabled support. But we don’t treat these as separate disciplines.
We bring them together in service of care.
How we help
We focus on the moments that matter most — where customers feel friction, teams feel strain, or growth starts to feel harder than it should.
Our work typically falls into three areas.
Clarity on what customers are really experiencing
When customer experience feels fragmented or unclear, we help you see what’s actually happening - end to end.
We listen closely to customers and teams, map real journeys (not idealised ones), and identify where intention and experience drift apart. From there, we prioritise the moments that matter most and design improvements that feel human, not theoretical.
This includes:
Customer and stakeholder listening
Journey mapping and experience diagnosis
Service and touchpoint design
Experience principles and prioritisation
Outcome:
Shared clarity, better decisions, and a strong foundation for change.
Customer Experience & Journey Design
Experience Delivery, Systems & Intelligent Support
Making care easier to deliver at scale
Good intentions aren’t enough if systems and processes don’t support the work.
We help organisations improve how experiences are delivered day to day — through better-designed services, clearer workflows, and intelligent systems that reduce friction for both customers and teams.
AI and automation are introduced carefully and purposefully, always in service of care.
This includes:
Service and operational design
Customer support and service optimisation
AI-enabled workflows and tooling
Automation that supports (not replaces) people
Outcome:
Smoother delivery, more capable teams, and experiences customers can feel.
Marketing, Communications & Customer Clarity
Helping customers understand, trust, and engage
Customer experience doesn’t stop at service — it’s shaped by what customers are told, promised, and reassured of along the way.
We help organisations bring clarity and consistency to customer-facing communications, ensuring messages align with lived experience and support trust.
This work often sits between marketing, service, and operations — where confusion can easily creep in.
This includes:
Customer messaging and experience alignment
Service communications and content clarity
Tone of voice and customer language
Lifecycle and service-led communications
Outcome:
Clearer expectations, stronger trust, and fewer moments of friction.
Contact us
We usually respond within 1–2 business days.
All enquiries are treated with care and confidentiality.