What Extens Consulting does

Extens Consulting is a privately held, France-headquartered customer experience (CX) and customer relationship consulting firm, operating from Paris (1 rue de Stockholm, 75008). The firm serves enterprise B2B and B2C clients across at least eight verticals — financial services/insurance, industrial/B2B, e-commerce/retail, healthcare, energy, hospitality/tourism, telecom, and supply chain — with a named roster that includes La Redoute, Kärcher, La Poste, Orange, EDF, Royal Air Maroc, AXA, Humanis, and Luxottica.

The company's core intellectual property is the proprietary C.A.R.E. organizational model (Camaraderie, Authenticity, Reliability, Ease), paired with the C2ES (Customer Employee Easy Score) indicator that measures Ease across customer and employee journeys in six dimensions. Adjacent proprietary assets include NPS+ measurement, AI-powered voice-of-customer analysis via natural language processing, a predictive C.A.R.E. Dashboard that translates observed NPS into predictive NPS, and a Virtual Reality customer journey simulation tool. Extens has also launched Work2Gather.ai (a CX AI collaboration platform launched in 2024), the MyExtens on-demand consulting platform (2020), and the Camaraderie Spark hybrid-workplace program (2023). Both C.A.R.E. and C2ES appear as registered brand identities.

Revenue is generated through professional services: bespoke consulting engagements (journey design, organizational transformation, strategy definition), structured training and MasterClass programs (online and on-site), workshops (Ignite Methodology sessions from €12,000 HT), mystery shopping combined with journey assessment, and ancillary video production and expert delegation services. Distribution is sales-led and direct-to-enterprise, supported by content marketing (blog, white papers, video), an active social media footprint, and presence at industry events such as Stratégie Clients and European Customer Day. Pricing is quote-based and project-dependent, with multi-year contract cadences reported for workshops and MasterClass programs.

Name

Extens Consulting

Legal name

Extens

Website

https://extens-consulting.com

Company type

Private

Founded year

2013

Operating status

Operating

Headcount range

11–50 employees

Short description

Extens Consulting is a Paris-headquartered customer experience consulting firm that helps enterprises design customer/employee journeys and improve CX using its proprietary C.A.R.E. Model and C2ES score, serving B2B and B2C clients across financial services, retail, telecom, energy, healthcare, and aerospace.

Ownership category

akta.pro rank

Product category

Customer Experience Consulting

NAICS

Other Management Consulting Services (541618), Marketing Consulting Services (541613), Management Consulting Services (54161), Custom Computer Programming Services (541511)

SIC

Services-Management Consulting Services (8742), Services-Engineering, Accounting, Research, Management (8700), Services-Prepackaged Software (7372)

akta.pro primary industry

Customer, Marketing & Sales Consulting (BPAHACAG)

akta.pro secondary industry

Corporate & Workforce eLearning Modules (EDAGAEAC)

Keywords

• Customer experience consulting
• Customer journey design
• CX strategy advisory
• Customer relationship management
• NPS measurement services

Headquarters

HQ city

Paris

HQ country

France

HQ region

Europe

Offices2 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Marketing or Sales, Technology or R&D, Others

Revenue model

1. Consulting Services: Customer experience consulting engagements including customer journey design, organization transformation, and strategy definition. Professional services billed per engagement or project.
2. Training Programs: Formation and training programs including MasterClass C.A.R.E., Manager Opérationnel, WFM, and Conduite du Changement training.
3. Workshops and Seminars: Ignite Methodology workshops and seminars including Camaraderie Spark, Culture de Service, and CRM Strategy sessions.
4. Mystery Shopping Services: Mystery shopping and customer journey assessment services providing real-time voice of customer insights.
5. Video Content Production: Video creation services including storytelling, filming, and post-production for client communications.

Pricing tiers

Go-to-market motion2 records

Distribution channels4 records

Marketing channels10 records

Core offering

Extens Consulting is a French customer experience and customer relationship consulting firm that helps enterprises analyze, design, and transform customer and employee journeys. Its core deliverables include customer relationship strategy definition, journey design, NPS+ measurement, voice-of-customer analysis, mystery shopping, organizational transformation, and training programs (MasterClass C.A.R.E., operational manager, WFM, change management), all anchored to its proprietary C.A.R.E. Model and C2ES measurement methodology.

Product overview

Extens Consulting offers a comprehensive portfolio of customer experience and relationship management consulting services organized into distinct collections. The core methodology is the C.A.R.E. Model (Camaraderie, Authenticity, Reliability, Ease), supported by proprietary metrics like C2ES (Customer Employee Easy Score). Their service offerings include Customer Journey Design, NPS+ Measurement, Mystery Shopping, Voice of Customer Analysis, and Virtual Reality Prototyping. Training services include Manager Operational Training, WFM Training, and Change Management programs. Seminar offerings cover Service Culture and CRM Strategy. They also provide digital services (video creation) and staffing solutions (project manager, technical expert, transition manager delegation). Key innovations include Work2Gather.ai (CX AI), the C.A.R.E. Dashboard (predictive NPS tool), and Camaraderie Spark (hybrid workplace program). The MyExtens platform provides on-demand consulting access.

Differentiator

Problem solved

Functional benefit

Brands

• C.A.R.E. Model: Organizational model for customer experience combining Camaraderie, Authenticity, Reliability, and Ease components.
• C2ES (Customer Employee Easy Score)
• Camaraderie Spark
• MyExtens
• Work2Gather.ai

Products and services

• C.A.R.E. Model Proprietary organizational framework comprising four components (Camaraderie, Authenticity, Reliability, Ease) that helps companies rise above market challenges and stay relevant to customer needs, transforming traditional NPS into a predictive model.
• C2ES (Customer Employee Easy Score) Proprietary operational indicator measuring Ease across the entire customer and employee journey in an omnichannel context, complementing CSAT and NPS metrics across six dimensions of ease (understanding, navigation, interpersonal, physical, time, financial).
• MasterClass C.A.R.E. Online and on-site training program teaching the C.A.R.E. methodology for managing with trust and leading with audacity to outperform competition; available in DIGITAL & PRESENTIEL formats.
• Camaraderie Spark Program for productivity in hybrid workplace environments, providing leaders and team members with recipe-based training and tools to address collaboration, innovation, onboarding, internal networking, and management communications.
• Customer Journey Design Services Expert consulting for analyzing and transforming customer and employee journeys using methodologies such as the Ignite Methodology for working on moments of truth; targets enterprise clients across verticals.
• NPS+ Measurement NPS+ measurement service providing actionable recommendations for adjusting hybrid distribution models and detecting relational gaps caused by digitalization, grounded in reliable numerical data.
• Voice of Customer Analysis Analysis of customer voice combining quantitative and qualitative data through AI-powered natural language processing to provide comprehensive insights for customer experience improvement across multiple data sources.
• Virtual Reality Customer Journey Prototyping Virtual reality simulation tool for prototyping new customer services, allowing companies to test services with future users and analyze customer behaviors through immersive experiences before committing development investments.
• Mystery Shopping Service Mystery shopping service combined with C2ES measurement to evaluate customer and employee ease across six dimensions, providing real-time insight into customer journey experiences.
• Work2Gather.ai AI-powered CX collaboration platform for customer experience work gathering and innovation.
• MyExtens On-demand consulting platform providing customer experience expertise at the click of a button.
• C.A.R.E. Dashboard (Predictive NPS Dashboard) Dashboard tool that transitions from observed NPS to predictive NPS, combining quantitative and qualitative data for proactive issue anticipation and strategic decision-making by business leaders.
• Formation Manager Opérationnel (Operational Manager Training) Training program focused on customer relationship and service culture development for operational managers.
• Formation WFM (Workforce Management Training) Workforce Management Training for optimizing staffing and resource allocation in customer service operations.
• Formation Conduite du Changement (Change Management Training) Change Management Training to help organizations smoothly implement customer experience transformations.
• Culture de Service Seminar Service Culture seminar for developing customer-centric organizational culture.
• Stratégie CRM Seminar CRM Strategy seminar for aligning customer relationship management with business objectives.
• Création Vidéo (Video Content Production) Video creation service producing original content showcasing customer experience expertise and consulting activities, including storytelling, filming, and post-production for client communications.
• Personas Client (Customer Persona Development) Customer Persona development service for differentiating customer experiences based on consumer profiles.
• Plan de Continuité d'Activité (Business Continuity Planning) Business Continuity Planning service for customer service operations ensuring sustainable service delivery.
• Chef de Projet (Project Manager Delegation) Project Manager delegation service for temporary leadership of customer experience projects.
• Expert Technique (Technical Expert Delegation) Technical Expert delegation service for specialized customer relationship implementation support.
• Manager de Transition (Transition Manager Delegation) Transition Manager delegation service for interim leadership during organizational transformations.

Quantifiable outcome

• Royal Air Maroc achieved 4-star Skytrax rating after standardization of customer relations
• +1 more outcomes

Named customers9 records

Segments10 records

Ideal customer profiles1 record

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability4 records

Feature6 records

Partnerships

Four partnerships are on record, tiered core and minor.

• Learning TribescoreImplementation/ SI/ Consulting PartnerSubsidiary of Sitel Group providing blended learning solutions. Partnered with Extens Consulting to train 100 trainers for Royal Air Maroc's customer service standardization program using e-learning modules.
• Sitel GroupcoreStrategic or Co-development PartnerParent/sister company relationship with Extens Consulting. Part of customer care economy ecosystem including Novagile (customer engagement platform), Learning Tribes (blended learning), and TSC (CX digital agency). Extens participated in 2018 Stratégie Clients show alongside Sitel Group at stand J6-L11.
• Marty Katz (MyExtens Partner)minorStrategic or Co-development PartnerMarketing Consultant specialized in Brand Messaging who collaborated on Camaraderie Spark program development and is featured in video content about productivity tools for hybrid workplaces.
• Alexandre Tessonneau (Data Privacy Attorney)minorImplementation/ SI/ Consulting PartnerIT & Data Privacy attorney expert partner providing GDPR compliance expertise combined with Extens Consulting's customer experience knowledge for comprehensive client compliance projects.

Scale indicators4 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Sitel Group (now Concentrix + Webhelp): Global CX/BPO major with documented parent/sister company relationship with Extens Consulting. Operates in the same customer experience delivery ecosystem and co-markets at industry events like Stratégie Clients.

Broad incumbents

• Teleperformance: France-headquartered global leader in customer experience management and digital CX services. Comparable as a French-rooted CX services firm that has scaled internationally far beyond Extens' footprint.
• Capgemini Invent: French-headquartered global management consulting and digital transformation practice with a dedicated customer experience offering. Comparable as a broader French-rooted consultancy addressing many of the same enterprise CX transformation mandates.
• Accenture (Customer Experience practice): Global professional services firm with a large Customer Experience practice competing for enterprise CX transformation budgets alongside boutique firms like Extens Consulting.
• KPMG Advisory (Customer & Operations practice): Global advisory firm with management consulting practices addressing customer experience, journey transformation, and operating model redesign — overlapping with Extens' core service lines at enterprise scale.

Regional players

• Ipsos: Paris-headquartered global market research and customer experience measurement firm. Comparable as a French-rooted CX insights and customer satisfaction benchmarking provider serving similar enterprise buyer profiles.

Emerging players

• Medallia: Customer experience measurement and journey analytics platform. Comparable because it directly competes with Extens' C2ES and NPS+ measurement services via a SaaS delivery model.
• Qualtrics (CX): Experience management platform with a strong customer experience and predictive NPS offering. Comparable as a technology-led alternative to Extens' measurement and analytics consulting services.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat3 records

Key risks5 records

Key highlights6 records

Customer concentration

• Xx.com/extensconsult
• YouTubeyoutube.com/c/ExtensConsulting
• Facebookfacebook.com/extensconsulting
• LinkedInlinkedin.com/company/extens-consulting
• Instagraminstagram.com/extensconsulting

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments1 record

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Extens Consulting