Manchester · working UK-wide
Customer Experience Consultancy Manchester
C&E Works is a customer experience consultancy based in Manchester. We connect customer and employee insight to find what’s really driving performance — and help organisations act on it. We’re Manchester-based and work with organisations across the North West and the wider UK.
What we do
More than customer experience alone.
Most customer experience consultancies focus on the customer. C&E Works looks at customer experience and employee experience together, because the two are usually connected — and because the operational reality underneath shapes both.
That means we can help with customer experience strategy, employee engagement, service improvement and the operational change needed to make either one stick.
The difference
Customers tell you where the friction is. Employees tell you why. We read both — and connect them to the operation underneath.
Typical problems we’re asked about
What brings organisations to us.
Customer scores look fine, but retention is slipping.
Complaints and repeat contact are rising.
Employee frustration is showing up in the customer experience.
Different sites, teams or channels deliver inconsistently.
Growth or change has left the experience fragmented.
There’s plenty of feedback, but no clear picture of the cause.
Our approach
Find the gap between what you think is happening and what actually is.
We call it Ground Truth: reading customer, employee and operational signals together to find the real root cause, rather than the symptom on a dashboard. It’s a practical customer experience approach built for organisations that want change to hold, not just a report.
- Customer experience strategy
- Employee engagement & experience
- Voice of Customer & Voice of Employee
- Service & journey improvement
- Operational root-cause analysis
- Multi-site consistency
- Customer retention
- Transformation & change support
How it works
Find. Fix. Embed.
A clear path from understanding the problem to making the change stick — starting free.
Where we’re based
Manchester and the North West — and across the UK.
C&E Works is based in Manchester, well placed to work with organisations across Greater Manchester and the North West. Being local makes it easy to spend time on-site, where the real experience actually happens.
We’re not limited to the region, though. Much of our work is with multi-site and national organisations, so we regularly work with clients across the wider UK.
Get started
See what your feedback is already telling you.
The easiest first step is a free Ground Truth Snapshot — a review of your public customer and employee signals, with no obligation.
Get your free Snapshot