Your website says "we put customers first." Your hold music says otherwise.
Deliberately designed, not accidentally evolved
——End-to-end redesign of how customers experience your business — journey mapping, service design, AI personalisation, and the implementation to make it real. Proven across 90 Good Guys locations, bridging digital and physical.
A customer experience that's been deliberately designed. Journey mapping that reveals reality, service design that fixes pain points, AI personalisation at scale, and implementation that changes how your business operates.
What we deliver
Exceptional results, delivered
Journey Mapping
The experience your customers actually have — not the one your org chart assumes.
Service Design
Fixing the pain points and amplifying the moments that matter.
AI Personalisation
Every customer feels like the only customer. At scale.
Omnichannel Delivery
Digital and physical experiences designed as one seamless journey.
Customer Journey Map
End-to-end journey mapping across every touchpoint. From awareness through purchase to advocacy, with pain points and opportunities flagged.
CX Measurement Framework
NPS, CSAT, CES, and custom metric design. With survey deployment, reporting cadence, and action planning templates.
Service Design Blueprint
A service blueprint showing frontstage customer interactions, backstage processes, and supporting systems.
Voice of Customer Program
Ensure the customer continues to come first by monitoring customer feedback from surveys, social media, support tickets, and sales conversations.
Omnichannel Experience Audit
Mystery shopping and channel analysis across web, app, phone, email, and in-person. With consistency scoring and gap analysis.
CX Transformation Roadmap
A roadmap prioritising CX improvement initiatives by impact, effort, and strategic alignment. With quick wins flagged.
“Companies that excel in customer experience grow revenues 4–8% above their market. The gap isn't awareness — it's execution.
Interactive Assessment
Answer a few quick questions and discover where the real value lies for your organization — and how Whitehot can help you capture it.
How many promises is your customer experience breaking?
Do you know the top 3 pain points in your customer journey?
Start with a conversation
No pitch deck. No proposal. Just an honest conversation about what's possible for your business — and a prototype to prove it.