What The Customer Management Hub does

The Customer Management Hub is a privately held, UK-based customer experience (CX) consulting firm founded and led by Niall Rae (formerly Managing Director of Ipsos Loyalty and Head of Technology at GfK) and Stephen Gosnell (formerly Consulting Lead at Ipsos Loyalty and Head of Customer Experience at Synovate). The firm positions itself around a "Holistic CX" methodology that goes beyond component-level solutions (such as touchpoint measurement or closed-loop feedback) to integrate brand management, employee journey, and proposition development under a unified customer centricity framework. It serves enterprise clients across insurance, retail, banking, telecoms, and travel, with reference clients including Direct Line Group, Kokoro Global, T-Mobile US, and Santander.

The firm's service portfolio comprises seven core consulting offerings: CX Measurement, Customer Understanding, CX Technology Selection, Experience Design & Improvement, Enabling Employees in CX Delivery, CX Audits, and the proprietary Customer Management Strategy Benchmark. Underlying capabilities include best-in-class journey mapping, CX measurement programme design, employee engagement analysis, and — more recently — business process mining and journey orchestration that combines VOC feedback with operational data for real-time root-cause analysis. The firm maintains a strategic technology partnership with Qualtrics, the world's leading experience management platform, and holds cross-platform implementation expertise across Medallia, InMoment, and ResponseTek.

The Customer Management Hub operates a purely direct, consulting-led go-to-market model. Engagements begin with extensive discovery phases and are scoped as bespoke professional services contracts with quote-based, undisclosed pricing. Distribution is exclusively direct enterprise sales delivered by the senior consulting team, with no reseller, marketplace, or partner channels. Demand generation relies on a content marketing engine (company blog, website, and direct inquiry forms) targeting top-of-funnel awareness around Holistic CX themes. The firm shows no evidence of external investment, no parent or subsidiary relationships, and no public financial disclosures.

Name

The Customer Management Hub

Legal name

The Customer Management Hub

Website

https://thecmhub.com

Company type

Private

Founded year

2016

Operating status

Operating

Headcount range

1–10 employees

Short description

The Customer Management Hub is a UK-based CX consulting firm delivering holistic customer experience advisory services — including CX measurement, technology selection, experience design, employee engagement, and benchmarking — to enterprise clients across insurance, banking, telecoms, and retail.

Ownership category

akta.pro rank

Product category

Customer Experience Consulting

NAICS

Management Consulting Services (54161), Marketing Consulting Services (541613)

SIC

Services-Management Consulting Services (8742)

akta.pro primary industry

Customer Experience (CX) & Digital Experience (BPAHAEAC)

Keywords

• Customer experience consulting
• CX measurement services
• Customer strategy advisory
• Experience design consulting
• Employee engagement programs

Headquarters

HQ city

Stanmore

HQ country

United Kingdom

HQ region

Europe

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Marketing or Sales

Revenue model

1. CX Consulting Services: Professional consulting engagements providing strategic guidance on customer experience management, including CX audits, programme design, implementation planning, and ongoing advisory services.

Go-to-market motion2 records

Distribution channels1 record

Marketing channels3 records

Core offering

The Customer Management Hub is a UK-based customer experience (CX) consulting firm that helps organizations measure, understand, and improve how they interact with customers. Core offerings include CX measurement programs, customer understanding research, CX technology selection (notably through its Qualtrics partnership), experience design, employee engagement, CX audits, and a proprietary CM Strategy Benchmark.

Product overview

The Customer Management Hub is a CX consulting firm offering holistic customer experience management services. The company does not operate a unified software platform but provides an integrated suite of consulting services including CX Measurement, Customer Understanding, CX Technology Selection, Experience Design & Improvement, Enabling Employees in CX Delivery, CX Audits, and the Customer Management Strategy Benchmark. These services are delivered through world-class CX consulting and work with the Qualtrics experience management platform as a key technology partner.

Differentiator

Problem solved

Functional benefit

Products and services

• CX Consulting Engagement Bespoke customer experience consulting engagement covering CX strategy, measurement, design and improvement for B2B clients across multiple sectors.
• CX Measurement Programs Design and execution of CX measurement programs, including survey design, NPS/loyalty tracking and voice-of-customer analytics.
• Customer Understanding Research In-depth customer understanding research combining qualitative and quantitative methods to uncover customer needs, drivers and behaviors.
• CX Technology Selection Vendor-neutral advisory service helping clients evaluate, select and implement CX technology platforms, delivered in partnership with Qualtrics.
• Experience Design Service design and customer journey design consulting that translates customer insight into improved end-to-end customer experiences.
• Employee Engagement Consulting Consulting services linking employee engagement to customer experience outcomes, including engagement measurement and action planning.
• CX Audits Diagnostic audits of existing customer experience programs, processes and capabilities, with recommendations for improvement.
• CM Strategy Benchmark Proprietary benchmarking service comparing a client's customer management strategy maturity and performance against peers.

Quantifiable outcome

• Over 1,000 huddles conducted across Direct Line Group following Customer Stories campaign deployment
• +2 more outcomes

Named customers4 records

Segments4 records

Ideal customer profiles1 record

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature4 records

Partnerships

One partnership is on record.

• QualtricscoreTechnology or IntegrationThe Customer Management Hub works with Qualtrics, the world's leading experience management platform, as their primary technology partner. Through this partnership, they deliver customer experience, employee experience, brand experience, and proposition development solutions. The firm has expertise in Qualtrics implementation, programme design, and analytics, and leverages this partnership to build foundational measurement architecture and detailed customer understanding for clients.

Scale indicators1 record

Recent moves6 records

Expansion highlights5 records

Direct peers

• Walker Information: Customer experience advisory firm combining CX measurement, benchmarking, and consulting. Highly comparable in offering CX audits, VoC programmes, and strategy work to enterprise clients.
• CXPartners: UK-based CX research, design, and strategy consultancy that competes directly with CM Hub in customer understanding, journey mapping, and CX transformation engagements for mid-to-large enterprises.
• Temkin Group: CX research and advisory firm (now part of Qualtrics) specialising in VoC research, CX maturity assessments, and customer experience strategy. Direct overlap with CM Hub's advisory and benchmark offerings.
• Heart of the Customer: Customer experience consulting firm focused on B2B CX transformations, journey mapping, and VoC programme design. Comparable in methodology and enterprise client focus.

Broad incumbents

• Qualtrics: Category-leading experience management platform and CM Hub's core partner. Operates its own professional services and advisory practice, situating it as both a partner and a competitor for CX work.
• KPMG (Customer & Operations practice): Big Four firm with a CX and customer operations consulting practice that competes for enterprise CX audit, transformation, and experience design engagements.
• McKinsey & Company (CX Practice): Global management consultancy with a dedicated customer experience practice that competes with CM Hub on large-scale CX transformation and customer-centricity mandates.
• PwC (Customer Experience practice): Big Four firm with a CX strategy and transformation practice that addresses the same enterprise buyer as CM Hub on larger, multi-workstream mandates.

Emerging players

• Medallia: Enterprise experience management platform with an in-house services practice. Overlaps with CM Hub's Qualtrics-led delivery and competes for the same CX implementation mandates.
• InMoment: Experience optimisation platform with a substantial professional services and strategy arm. Competes with CM Hub both as a CX technology provider and as a CX advisory/implementation partner.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat3 records

Key risks5 records

Key highlights6 records

Customer concentration

• LinkedInlinkedin.com/company/the-customer-management-hub

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

Investments

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

Frequently asked questions about The Customer Management Hub