CX advice & strategy


CX advice & strategy

Cultivate Unforgettable Customer Experiences with Mercatus CX. Fuel brand loyalty and propel your business forward with Mercatus CX, your trusted partner in crafting exceptional customer experiences.

At Mercatus CX, we prioritize a clearly defined CX vision as the foundation for success. We collaborate with businesses to develop a robust CX strategy, ensuring every interaction reflects your unwavering commitment to exceptional customer service.

Our comprehensive suite of services empowers you to:

CX Advice & Strategy
Craft a compelling vision

We work closely with you to define a clear CX vision that aligns seamlessly with your overall business objectives.

Gain actionable insights

Our Customer Experience Maturity Score (CXMS) assesses your current CX standing across several key areas, pinpointing areas ripe for improvement. These assessed areas include:

  • Customer Focus: We evaluate the importance placed on customer satisfaction within your organization’s strategy and culture.
  • Processes and Systems: We analyze the efficiency and effectiveness of your customer touchpoints and internal processes.
  • Data and Insights: We assess your ability to collect, analyze, and leverage customer data to personalize experiences and drive informed decisions.
  • Employee Engagement: We evaluate how well your employees are equipped and empowered to deliver exceptional customer service.
  • AI Maturity (Optional): We assess your utilization of Artificial Intelligence (AI) in your CX strategy, focusing on factors like integration, customer satisfaction, and ethical considerations.
Leverage industry expertise

Navigate the ever-evolving CX technology landscape with confidence. We boast a network of trusted partners across key industries, ensuring you select the perfect solutions to meet your unique needs.


Whois the service for

Mercatus expertise transforms services into successful partnerships.

Thus we offer our clients unique and tailored “End-to-end” solutions and establish an open and trustworthy relationship with them. We aim to achieve synergy between Mercatus’s values and culture and our partners.


Consumer goods

Service providers

Cyber security





Telco & Utilities


what we offer

CX maturityscore framework

Our free Customer Experience Maturity Score assessment provides a comprehensive report, identifying opportunities for growth in your customer experience. Tailored to your unique needs, this current state assessment serves as the foundation for your customized experience journey. We also offer continuous improvement tracking, ensuring sustained success.

Customer focus

Thriving customers drive loyalty (high NPS!), reducing churn and boosting profitability!

Employee engagement

Engaged employees understand the importance of CX and feel empowered.

Data & insights

Multichannel feedback fuels data analysis, personalizing experiences and maximizing customer lifetime value.

Process & systems

Integrated touchpoints & data insights streamline workflows, reducing customer effort and boosting loyalty.

What You Get

CX maturityreport

Continuous improvement

Reviewing issues and incidents to identify areas of improvement and continually move the needle for our clients.

Voice of CX

Representing the voice of CX Internally.

CX Tools

Ensuring that the tools we put in place are set up for success and will enable you to scale upon.

Customer feedback

Customer journey mapping

Key metric identification

SWOT analysis

Customer feedback

Using data points gained from initial investigation phase focus on improving processes, e.g ticket prioritisation, ticket segmentation, ticket assignment, KCS.

Customer feedback

Customer journey mapping

Customer journey mapping is the strategic visualization of a customer’s interactions with a brand, providing insights to enhance and streamline the overall experience.

Customer journey mapping

Key metric identification

Need to ensure that Knowledge is continually evolving and this is being pushed downstream to the customer to enable effective deflection strategies.

Key metric identification

SWOT analysis

Need to ensure that Knowledge is continually evolving and this is being pushed downstream to the customer to enable effective deflection strategies.

SWOT analysis

How it Works

Whywork with us

By partnering with Mercatus CX, you gain access to a team of passionate CX specialists dedicated to helping you:

  1. Cultivate unwavering customer satisfaction and loyalty
  2. Optimize operations and streamline efficiency
  3. Secure a significant competitive edge through a customer-centric approach

Ready to embark on a journey of crafting unforgettable customer experiences? 

Ultimate Security Guarantee

We value yoursecurity

PCI DSS level 1 certification

PCI DSS level 1 certification

The highest level of security that ensures 100% data safety and allows gathering and processing financial and credit card information.

Digital millennium copyright act

Digital millennium copyright act

A law that regulates the usage of copyrighted technology, devices and services and prohibits their unauthorized usage.



Full compliance with the EU General Data Protection Regulation act — a legal framework that sets scopes for the collecting and processing of personal data of the EU citizens by the companies operating inside the EU.


ISO 27001:2013 Certified

Process certification that ensures clients’ data protection and management in accordance with global standards.


Technical supporthelps the successof

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With team Mercatus you are in good hands! The first months after you change over a large team like an entire call center, you will be involved in reallocating roles.

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Technical support

Mercatus’ role is to help you develop the right customer & technical support strategy and then to implement it successfully.

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Thus at MERCATUS we aim to provide exceptional customer care and focus on every customer touchpoint with care and attention.

Back office support & service

We provide customized back-office services for a variety of functions

E-commerce customer services

We will help you establish an ecommerce platform or help you outsource ecommerce customer service.