Unify the touchpoints, channels, devices, and teams needed to produce trusted CX analysis. We deliver the insight you need so you're free to make decisions that meet your customers' expectations and drive commercial goals.
The client needed to measure ROI across all marketing activities and embed attribution into global decision-making. We designed and tested a custom attribution model, advised their tech stack for global rollout, and managed stakeholders to integrate attribution into core business processes.
The client needed a scalable analytics strategy to gain deeper insight into ROI, brand performance, audience engagement, and sentiment. We used PRISM to unify teams, accelerate quick wins, and release interactive dashboards – deploying the necessary data via a new integrated data model.
The client wanted to drive business impact by understanding customer lifetime value (CLTV) variance across their client base and the influence of key drivers. We mapped CLTV into revenue, retention, and cost themes, deployed ML models to target growth and efficiency, and embedded test-and-learn processes for continual improvement.
The client wanted to reduce analytics costs and vendor complexity while improving reporting, productivity, and decision-making. We were able to replace their range of specialist vendors with a scalable in-house solution and automate reporting to enhance customer understanding and reduce staff workload.
“[the project] highlighted the potential to get more out of our data and has given us a case for more investment in analytics. [Our work with Lynchpin] unlocked our ability to demonstrate where the trends are and action them. It will also help us to better plan and optimise our campaigns moving forward” – Head of Digital.
The client needed to navigate a series complex analytics changes while maintaining reporting obligations, resolving inconsistencies, and making improvements to their overall capability. We aligned teams through a PRISM-led audit and roadmap, modernising data collection and integration to support marketing goals and compliance.
Building your path to improved customer experience
Getting data to a position where it can be trusted for decision-making around growth is a complex process our analytics consultants support many large, complex organisations with each and every day.
The Challenge
As customers spread their interactions with brands across platforms and channels, understanding and improving customer experience can become increasingly challenging.
The most successful organisations are often those that are able to understand the key positive and negative experiences quickly and apply that back to product, marketing and customer service strategy and execution.
For many of our clients, mapping how the customer experience is tracked and impacted by different areas of a business is in itself a barrier to improvement. And arriving at a holistic view of experience when the data is siloed across different business areas is often a challenge.
Customer Understanding – We fundamentally believe that improved customer experience comes from improved customer understanding. Our data science team apply a variety of techniques including customer segmentation and sentiment analysis to build robust data-driven personas.
Commercial Understanding – We bring statistical and commercial rigour to testing and personalisation, making sure the levers being pulled are the right ones and that the outcomes are quality as well as quantity.
Benchmarking & Optimising – Our PRISM strategic consulting methodology gives our clients a robust framework for benchmarking and optimising how customer experience is measured and the efficacy of the levers for improvement.
Execution – Then our data engineering capabilities allow us to come close to those channels and platforms to implement techniques such as personalisation and recommendation.
Why Lynchpin?
While our specialism is in quantitative insight, we recognise the importance of qualitative insight to surface unmet customer needs and integrate that vital research into our analysis. We typically collaborate extensively with internal and external teams on customer experience projects.
Our senior team couple in-depth experience of service design methodologies with a successful track record in improving customer experience in a variety of industries.
Lynchpin help us unlock the millions of data points we have and turn them into valuable insight, which we use on a daily basis to improve our traffic, customer journey and sales performance. Their data scientists don’t just support our internal data and analytics team, they are genuinely commercial and committed to understanding our business, which means the outputs are always in line with our company strategy!
They have worked alongside us for nearly three years to support us through our data maturity and had a major impact in turning us from a company with data, to a data driven decision making company. We value our relationship with Lynchpin and fully expect our partnership to be a longstanding one.John Donnellan, Ecommerce Director, Canon
For over eight years, Lynchpin have provided expert support across the web analytics’ piece for John Lewis Finance. Whether it’s building actionable dashboards, advanced reporting and visualisation, deep dive analytics, data engineering and tagging specs, or designing complex attribution models, Lynchpin prove themselves again and again as highly experienced and competent. They have led and driven our analytics strategy and played an essential role in our business growth. Highly personable, their consultants are well known within the office and I would recommend them as a trusted 3rd party business partner.Adam Taylor, Partner & Web Manager, John Lewis Financial Services
The PRISM model guides organisations and marketers to move towards not just identifying and satisfying customer requirements, but using data and analysis to anticipate and predict their needs.Michelle Goodall, Social Media and Digital Transformation Consultant, Econsultancy
We have partnered with Lynchpin for several years now and they have played a key role not just in delivery of day-to-day and project-based initiatives but also in development of our solution design and data collection architecture. Lynchpin’s depth and breadth of expertise and experience as well as their non-partisan ethos – not being tied to specific solution providers – has enabled us to understand both the benefits and the potential pitfalls of different solutions and designs. As a result we have very solid data quality and that’s reflected in the quality of the insight we are able to serve to the business. The team at Lynchpin are flexible, supportive and great colleagues to have. They are a highly valuable part of the extended LexisNexis team.Michele David, Lead Product Owner, LexisNexis Risk Solutions
Over the past 5 years, I have worked almost continuously with Lynchpin on various data engineering and analytics projects. They are adept at navigating complex business requirements and helping you to really ‘look under the bonnet’ and understand the power of your data.
We have a great partnership with the team at Lynchpin, they are a valuable support to our business strategy with their extensive experience and knowledge of data engineering.
Throughout a complex website re-platforming project which combined a standard and subscription customer proposition, Lynchpin helped us build an analytics infrastructure which not only met the brief it also went that extra mile to future-proof us.Michelle Corp, Head of eCommerce, Lily’s Kitchen
We have enjoyed working with Lynchpin for a number of years now and they very much feel a part of the team. Their in-depth analytics expertise and experience, alongside the ability to fit in with our ways of working have proved invaluable to us.Adnan Chaudhry, Head of Marketing Analytics, Emirates
Client success stories
As an independent, full-service analytics consultancy, our team are flexible – equipped with a range of practical experience, skill, and commercial awareness.
Understanding how to exceed customer expectations and stay more competitive in your market is essential for business growth. We blend quantitative analysis with qualitative insights to drive CX improvements and commercial impact. Speak to one of our subject-matter experts today to find out how we can support you.
