Creating emotional connections with your customers to deliver a lasting memory and lifetime loyalty


We believe there are some unifying principles which are the difference between a forgettable, transactional customer experience and one which is truly memorable and keeps customers coming back.


With customers being increasingly time-poor and impatient, it is critical to remove unnecessary hurdles, to enable them to easily achieve their goals.


Understand your customer’s specific needs and what is important to them. This enables you to build a connection, loyalty and design experiences that are driven by value to them and not an organisation’s ‘perception’ of value.


Trust can be difficult to earn and is an outcome of consistent behaviour. Building trust is defined by the continued individual and collective actions that demonstrate an ability to continually meet customers expectations.


Within our customer experience offering, we focus on three core areas:

Customer Strategy

Defines the future focus to deliver a positive, meaningful experience across each interaction

Vision and Principles

Customer Research

Customer Centric Business Design

Transformation Roadmap

Experience Design

Design our target experience for our customers

Customer Journey Mapping

Capability Mapping

User Research


Business Change (People, Process, Tech)

Design Thinking

Developing a deep understanding of a customer in order to design relevant and personalised experiences

Co-Design and Facilitation

Empathy and Need Definition


Prototype Creation

User Testing

Business Prioritisation


We are privileged to be working with some of the UK’s largest and most innovative retailers on their most complex change programmes. Case studies can be seen below.

Transforming into a customer centric organisation

With ambitions to put the customer experience at the forefront of their organisation, this major tour operator needed a major digital transformation

Creating the vision at the heart of the education sector

Our client had a vision to sit at the heart of connecting people to higher education, allowing students to access the very best education.

Define the European customer strategy for a leading global live events company

A leading sports and entertainment providing with a complex portfolio of venues and festivals wanted to maintain their 'best in class' service.


Our team of experts regularly shares their insights about the things that matter when it comes to customer experience. You can read some of them here.

29th January 2019

Humanising technology in housing

Digital transformation to improve customer experiences in housing isn’t about the tech.
6th March 2018

How digital transformation delivers an experience led housing service

Targets for improved operational efficiency and a better experience for service users needn’t be mutually exclusive


If you would like to speak to Gate One about how we can support you with your transformation journey please contact David Forde, customer experience lead, on

David Forde
David FordeDavid Forde| Principallinkedin icon

David leads our customer experience capability. He joined Gate One in January 2019 having led the customer experience practice for a large global consultancy. A principal consultant with over 10 years’ experience, David has extensive expertise in both customer and digital transformation, strategy, product management and the use of experience and human-centred design. He has worked across both the public and private sector and most recently set up an innovation lab in partnership with Google.

4 May 2020Defining the European customer strategy for a leading global live events companyA leading sports and entertainment provider with a complex portfolio of venues and festivals across Europe wanted to maintain their...
David Forde
Greg Beckett
Greg BeckettGreg Beckett| Senior Consultantlinkedin icon

Greg is an experienced management consultant specialising in customer experience (CX), service design and digital transformation consulting. He has extensive expertise in journey mapping, segmentation, experience design and CX led digital transformation, with specialist knowledge of the financial services sector. Greg possesses excellent delivery ability with knowledge of how to combine customer-centric principles with business objectives, ensuring any recommendations and ideas are pragmatic and deliver value.
Greg Beckett
Senior Consultant