Cast & Hue Launches to Transform Customer Experience

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Looking at what brands do through the lens of the people they serve, customer experience consultancy Cast & Hue designs digital and in-person experiences that address their concerns first. This empathy-based practice drives satisfaction, morale and outcomes.

Customer Experience Consultancy Cast & Hue Launches

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Expectations are changing, and businesses that invest in gaining a deep understanding of the people they serve and then creating exceptional experiences will have a competitive advantage.

Cast & Hue (http://www.castandhue.com), a customer experience consultancy created by executives from digital advertising agency Sitewire, has officially launched.

“Through work with organizations such as OhioHealth, Aetna, and others, we recognized a need that existed in the market to help companies solve complex business problems by discovering the factors influencing their customers’ behaviors, whether those be digital or non-digital touch points. We have built upon this competency over the last several years and saw the importance of expanding upon it by applying this unique approach to not only healthcare but other industries as well,” says Bret Giles, Co-Founder of Sitewire.

Cast & Hue will be applying its segmentation research, persona development, journey mapping, and design thinking expertise to the healthcare, retail, non-profit and professional services industries. “Expectations are changing, and businesses that invest in gaining a deep understanding of the people they serve and then creating exceptional experiences will have a competitive advantage,” says Andrew Bagley, Managing Director of Cast & Hue.

“We found that there was a big opportunity to go beyond simply building journey maps and holding focus groups, to actually involving the people that are served by our clients in order to shed a light on the true, complex problems at hand, and to design experiences alongside them to create the most relevant and impactful solutions possible. Oftentimes opportunities are missed by not taking a step back and determining if the problem you are trying to solve is in fact the correct one. And it’s not just ensuring we’re addressing the right problem, we ultimately add value by providing action plans on how to resolve that problem rather than just leaving them hanging with the identification of the issue,” Bagley says.

Cast & Hue took this approach with OhioHealth, collaborating with them on ways to improve their emergency department patient experience. “By making customers a part of the journey mapping process, Cast & Hue enabled our emergency department staff to see their experience in a totally different light. The opportunities for improvement were truly unexpected, and we co-created a new service experience to impact those defining moments,” said Katy Rigsby, System Vice President, Marketing Communications at OhioHealth.

The name Cast & Hue refers to shining – or casting – a light on consumers, which helps clients identify or discover the factors influencing their consumers’ behaviors – some of which may initially appear to be insignificant, others totally unexpected, some even counter-intuitive. “You’ve got to be part researcher, part psychologist, part strategist, and part marketer to really glean the truly meaningful bits and to then use them to design experiences,” Bagley goes on to say.

Learn more about Cast & Hue, their methodology, and how they’ve helped companies like Aetna, Insight, Sharp HealthCare, United Way, Golf Channel, and OhioHealth see the people they serve in a different light – visit http://www.castandhue.com or connect with them via email at hello(at)castandhue(dot)com.

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Steve Koch
@CastandHue
since: 10/2014
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