Companies are no longer in sole control of the customer experience. Consumers are bringing their own AI. This is the era of Dual CX. Two designers. Multiple experiences. One interface.

Most service models weren't built for that reality. But we are.
We published the Service Handshake — an open standard (CC BY 4.0) that defines how service happens when one or more parties is an AI Agent. It's on Zenodo, on GitHub, and designed for CX leaders and platform builders to adopt.

We operate across all four modes of modern service — from human-to-human through to AI-to-AI — assembling knowledge, people, AI agents, and process into a single service operation. 

25+ years building CX at scale. A team from 18 countries. Trusted by teams at Spotify, ASOS, Zegna, Selfridges, Vodafone, Atom Bank, Openlane, Gravesham Council and others across retail, finance, tech, and public services.

If you're curious, uncomfortable, or somewhere in between - good. That's where the interesting work starts. Let's build what comes next, together.

Neos Wave

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