How do your people come across to your customers?

We help you connect as real people

Many organisations are so process-focussed that they lose the human touch with customers.

We believe in the power of personal connection elevating the experience to another level.

We help you connect as real people

Our expertise is in analysing and improving the impact of behaviours

We provide detailed insights

Into how you’re interacting with your customers

We deliver inspirational training

To enable people to provide excellent experiences, every time

We design motivational measures

To balance the focus between the personal and the process

Our clients


“Definity have helped us to identify new opportunities to understand and satisfy the emotional needs of our customers. In-depth research and thought-provoking insight was translated into easy to digest quick-win solutions and some longer term opportunities that will help us to keep our strategy on track and succeed in our mission of creating ‘customers for life’.”
David Metcalf
H/O Customer Strategy
Porsche Cars Great Britain

“The training sessions delivered to our Team Managers were fabulous, it has helped them to deliver a coaching experience to their staff that has really focused on the customer interaction. My staff are now having engaging conversations with customers that focus on them and their situation. The results have been amazing and customer compliments have been flooding in!”
Maxine Hastings
Complaints Centre Manager

“Definity’s partnership approach has been instrumental in building a number of bespoke training programmes for us. We felt really involved from planning to delivery, and their support post-delivery has helped embed learning. I would not hesitate in recommending the heartfelt service that Definity provide.”
Emma Taylor
Senior Quality Manager
Virgin Media



“The leadership training has opened their eyes to see their role in helping us grow. It’s enabled us to give them more freedom and responsibility. One manager had struggled to understand her role as a leader. You’ve switched on the lights for her. She’s soared”
Chris Hall
Chief Executive
Hallmark Consumer Services

“The work Definity did for us brought us closer to what’s really important to customers. It’s easy to think we use the right words, although often they are our words and sometimes we don’t think about what the impact of them is. Definity really helped us to inject warmth into our letters, so customers could see that we’d heard what was important to them.”
Senior Manager, Executive Response Team

Our approach

We provide detailed insight
and powerful development


We inspire and enable real and sustainable change

About us

We love helping clients
make things better