We help leadership teams treat customer experience as a genuine driver of commercial growth. Strategic, not transactional, and always linked back to the balance sheet.
of customers say experience is a key factor in their purchasing decisions.
more expensive to acquire a new customer than to retain an existing one.
consumers will walk away from a brand they love after just one bad experience.
KAI means ‘hand.’ The point where businesses and customers truly meet. In a world becoming more automated, the real differentiator is still the human touch. Experience is not a system, it's a handshake.
We work at CEO and C-suite level, shaping CX as a long-term, sustainable growth driver. Not a survey and a report, but every initiative linked back to revenue, margin, and the balance sheet.
CX connected directly to financial performance, contributing to marketing, sales and financial metrics.
We work with leaders ready to treat CX as a core strategic priority, not a side initiative.
Where CX drives measurable commercial return, not just satisfaction scores.
Building the conditions for customers to stay and grow with the business.
Every recommendation is grounded in evidence: data, voice of the customer, journey mapping, and real-world observation.
The best strategy is only as good as the people who carry it out. We build capability alongside strategy.
We measure success in customer satisfaction and the financial performance of the business, not deliverables.
Mapping the gap between experience and expectation.
Turning insight into a revenue-linked roadmap.
Making strategy real across every team and touchpoint.
Building the skills and mindset to deliver great experiences.
Our team's cross-industry practice spans audits, mystery shopping programmes, and satisfaction studies across sectors, finding sharper insight by seeing how different industries solve the same experience problems.
Branch experience audits. Customer journey assessments. Relationship & service quality measurement.
Mystery shopping programmes. Store experience evaluations. Sales & service excellence audits.
Guest experience measurement. Service delivery evaluations. Experience benchmarking.
Sales & after-sales experience audits. Dealer network evaluations. Service centre satisfaction studies.
Patient experience. Hospital service quality. Outpatient & inpatient journey evaluation.
ICAEW Chartered Accountant (ACA) and CPA (Canada) with a management consulting background spanning Deloitte and Brand Finance, where he built and scaled the Sri Lanka operation from inception to a 50+ strong team. Brings financial rigour to every engagement.
Over 30 years of international CX and operational leadership experience, including three decades at Emirates leading a global network of 142 stations and 27 lounges. Now translates that expertise into service excellence programmes across industries.
Marketing and management strategist with 35+ years of experience across South Asia, the UK, and the Maldives. Specialises in organisational transformation and translating strategy into measurable business outcomes.
One of Sri Lanka's most established market research consultancies, with nearly two decades of experience across CX, NPS tracking, and service audits. Their methodological depth and institutional trust turns customer insight into commercially grounded strategy, so every measurement programme we run is backed by research-grade rigour, not just our own judgement.
Let's talk about what CX as a genuine growth driver could look like for your business.
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