CUSTOMER EXPERIENCE (CX) STRATEGY CONSULTING

Customer User Research

Real Understanding Creates Better Experiences

Exceptional experiences start with listening. Understand needs, uncover insights, and create customer-driven solutions that feel natural and impactful.

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Uncovering missed Customer Experience (CX) opportunities that are actionable and help you stay ahead of your competition

See your customers in a new light—a data-driven light—that helps you create new experiences that drive customer growth and trust

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Experience a Different Kind of Consultancy

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Your Experience with Us Matters

You’re the hero of this story. We’re here to offer our expertise, helping lay a foundation of sustained meaningful experiences for you and your customers. We also promise a bit of fun along the way.

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Impact Is Our Measure of Success

Your demonstrated success is rooted in our “Make Your Mark” purpose. The impact realized must be measurable, meaningful, unlock value, and set the stage for a brighter future. This is non-negotiable.

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Partnerships Are Forged

You need a partner that’s ready to carry the load and is accountable along every step of the journey. We wouldn’t have it any other way.

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Expertise, Trust, and Tenacity Work in Concert

You expect expertise. Trust and tenacity are harder to come by these days. Fortunately, we’ve been giving clients all three and unabashedly doing the hard things and getting our hands dirty since 1999.

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We Evolve Together, Creating Real Progress

Your victories inspire us. As you elevate customer experiences, we celebrate with you, keeping a keen eye on the next innovation, the next opportunity to grow. We’re with you every step of the way.

Customer & User Research Expertise & Impact

Our experienced consultants help you crack the code on customer behavior—turning insights into action and experiences into competitive advantage.

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Key Business Challenges Defined

Expertise: Using design-thinking methodology to pinpoint and prioritize the key questions that drive meaningful customer insights.

Impact: Ensure research efforts are laser-focused, delivering actionable insights that move the needle for your business.

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Deep Dive into Customer Behavior

Expertise: Blending quantitative and qualitative research—surveys, interviews, usability testing, and more—to uncover how customers think, feel, and act.

Impact: Bridge the gap between customer expectations and current experiences with insights that drive smarter decisions.

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Mapping Motivations, Pain Points & Opportunities

Expertise: Identifying the critical moments where customer motivations and frustrations collide.

Impact: Turn friction into fuel—transforming pain points into opportunities that drive engagement and loyalty.

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Competitor & Market Insights

Expertise: Leveraging competitor and market analysis to sharpen strategies and uncover white-space opportunities.

Impact: Stay ahead of the game with insights that position your brand for growth and differentiation.

Creating Positive Outcomes that Matter

5.4X

More Total Return than CX Laggards

75%

Reduction in Churn

>2x

Greater Growth for CX Leaders

WHAT CLIENTS EXPERIENCE

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They took the guesswork and opinions out of what was working for our customers and what was not. Their approach provided a road map for improvements as well as a method to measure our progress.

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Sarah Siefert
Director of Ecommerce
Smartwool

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Beauty Retailer Gains Key Insights to Optimize Online Checkout Journey

Findings validated that linking to the credit card and rewards membership experience from the cart results in higher-value customers without causing significant harm.

How We Do It

Prepare the Way

We start with a design-thinking workshop and methodology to define the key business challenges we’ll seek to better understand through our research.

Do the Research

We conduct surveys, in-depth interviews and focus groups, heuristic analysis, ethnographic research, usability testing, and more to delve beyond demographics and immerse ourselves in your customer’s world.

Make a Plan for Action

We apply in-depth data analysis of customers and competitors to unearth actionable customer insights, validate design decisions to ensure user satisfaction, and gain a competitive edge.  We also reference industry best practices and future trends to bring accurate context and meaning to our findings.

Helping Clients Evolve

Experience the power of BlastX

We’re ready to tackle full-scale customer and user research initiatives, or you can experience our impact through a focused audit, workshop, or strategic advisory to uncover deep customer insights and turn data into action.

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Ideation Workshops

Get your cross-functional team aligned with a clear research strategy that turns customer insights into actionable improvements and competitive advantage.

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Audits

Get a clear, data-backed evaluation of your research strategy, ensuring your insights drive action, improve experiences, and create a competitive edge.

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Advisory Services

Leverage expert guidance to refine, optimize, and scale your customer research strategy—ensuring insights translate into real business impact.

BlastX has more than 50 partnerships to help you take action on your customer & user research findings

Kristi Olsen

CX Consultant Spotlight

Kristi Olson

Kristi Olson is a seasoned CX and UX Research consultant with over two decades of experience in digital customer experience, Voice of Customer (VoC), and digital analytics. She specializes in designing and delivering enterprise programs that blend qualitative insights with quantitative data—turning research into real impact. As a trusted consultant, she not only drives measurable results but also mentors teams, helping them evolve beyond pure analytics to a deeper understanding of customer behavior.

Kristi is a Qualtrics XM-certified professional and holds eight additional certifications across UX, process, and marketing technology disciplines.

Living in Colorado, Kristi is an outdoor enthusiast who finds energy and inspiration in nature. Whether hiking through the Rockies, spotting wildlife, or exploring new trails with her dog, Maverick, she brings the same curiosity and passion to both her work and her adventures.

Experience the impact BlastX can have on yourinsights.alignment.strategy.customers.research efforts.

Customer Experience Strategy Consulting Services

Develop a human-centered strategy that fosters meaningful connections with your customers, empowering your brand to thrive in a dynamic marketplace through a tailored actionable roadmap.

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CX Strategy
and Design

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Digital
Strategy

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Customer Journey Mapping

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Customer and User Research

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User Experience Audits

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Voice of Customer (VoC)

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Personalization and Experimentation