We Make Happy Customers.

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We Make Happy Customers. *

Factory is a specialist Customer Experience (CX) agency. We design, build and refine Customer Experiences for D2C and Multichannel brands.

We’re Lucy & Tim, Factory founders & CX nerds.

We met working at one of the biggest Shopify Plus agencies in the world, overseeing more than 150 digital transformation and CX projects.

What did we learn? The technology and strategies available to execute good CX are endless. Implementing them on time and budget within a digital world that is moving at lightning speed is hard.

How do we solve it? By following our process and working with our agile team of design, development, retention, brand and Ai-automation experts.

The result? You win by making your customers happier. So let’s make happy customers.

Book A Call

Previous Work & Podcast Guests.

* CX World Meet Up

CX World is a community for friends of Factory.

Our goal is to connect the best people in our network on the last Thursday of every month at The Sekforde (Clerkenwell, London) so they can hang out, network & learn from each other.

As we grow the community, we will be creating one-off, invite-only, exclusive talk events.

So if you’re a brand operator, a founder, a designer, a developer, a marketer, an eCommerce anything, a CX nerd, a tech partner or something in between - we’d love to see you. Drinks and food are on us!

The Sekforde
Thursday, February 27th
6:00pm - 9:00pm

RSVP Here

Factory's consulting services were integral to our Shopify migration project success"

James Kearns, Managing Director
Rapanui
"These guys really know CX strategy and tech. Hire them. Now!"

Diego Fria, eCommerce Director
Stussy
"If you want exceptional people in the room, I'd suggest you work with Factory"

Nicola Becerra, eCommerce Director
Lightbox Jewellery

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Our Services

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Our Services *

CX technology and strategy audits, CX technology stack selection, commerce platform selection, GTM strategy, TCO analysis & budgeting, Headless & Composable strategy - learn more here.
User research and analysis, design systems, wire-framing, prototyping, custom and off-the-shelf theme development, custom feature and functionality development, custom apps, Headless and Composable development - learn more here.
Loyalty programme design & management, personalisation, CRM management, Email & SMS management and campaigns, subscription programme design & management, community engagement & brand building - learn more here.
CX technology AI feature education and implementation, automation workflows, custom AI feature development, no code / low code education and implementation - learn more here.