Experience Design Consultancy

When Everything Can Be Automated, Experience Is the Only Differentiator.

The Experience Group is a behavioral science consultancy that designs how people feel across every interaction with your business. We fix the activation, retention, and engagement problems that acquisition spending alone can't solve.

Our clients see 10-30x higher engagement over industry benchmarks, measurable lifts in retention and repeat purchases, and experiences strong enough that customers refer others unprompted.

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10-30x

Higher engagement vs. industry benchmarks

87%+

Customer journey completion for SaaS transformations

1,000+

Companies transformed

60+

CXOs certified

The Challenge

The "Experience Gap" is Costing You More Than You Think.

The Problem

Every year, companies pour millions into acquiring customers. A significant percentage of those customers disengage before they ever reach the value they signed up for. The root cause is rarely the product – it's what happens in the first hours, days, and weeks after someone says yes.

50% of corporate investment is flowing into AI and automation. Efficiency is improving, but customer engagement, activation, and retention are declining. This creates a measurable problem: rising costs for each new customer, declining lifetime value, and repeat purchase rates that stall regardless of acquisition spend.

Our Approach

We have spent over a decade building the discipline of experience design: a behavioral science-backed methodology for designing how people feel through every interaction with a business, product, or service.

We have applied this methodology across SaaS, healthcare, financial services, education, retail, and nonprofits.

The results? 10-30x higher engagement than industry benchmarks, measurable lifts in activation and retention, and customer experiences so strong that people tell others without being asked.

Services

Three Ways to Close Your "Experience Gap".

Each engagement is designed around your specific activation, retention, or onboarding challenge. We work with your data, your product, and your team.

Consulting

Diagnose and Fix Your Activation Gaps

We analyze where your customers are dropping off, identify your highest-leverage interventions, and design experience improvements that move your core metrics within a quarter.

Start with an Experience Gap Assessment

Training & Certification

Build This Capability Inside Your Organization

We train your team in experience design methodology so your organization can apply it across every product, campaign, and customer touchpoint. Executive CXO certification cohorts, in-house workshops, and team programs.

Learn About CXO Certification

Speaking & Keynotes

Bring Marisa to Your Stage

Presentations that combine behavioral science research, industry data, and actionable frameworks your team can implement the following week. Conferences and corporate events worldwide.

Book Marisa to Speak

Methodology

What makes our approach different.

Behavioral Science

Rooted in how people actually decide

Every intervention is grounded in peer-reviewed behavioral research. No guesswork. No borrowed best practices from unrelated industries.

Activation Focus

Fixing the first 72 hours

Most churn happens before value is realized. We design the critical window between purchase and outcome where most companies lose customers they already acquired.

Measurable Impact

Tied to metrics, not opinions

We work with your existing data to establish baselines, design interventions, and measure lift. Every engagement has a defined success metric agreed upon before we begin.

Cross-Industry

A decade of transferable patterns

Work across SaaS, healthcare, financial services, education, retail, and nonprofits means we bring tested patterns from outside your competitive set.

Client Perspectives

What Our Clients Say.

"Marisa's experience design blew us away. We walked away with a genius experience design blueprint for our full suite of products."

JJ Virgin

CEO, Health Business Growth Collective

"Marisa and her team solved our fundraising concerns for the next 100 years with their innovative experience design."

Mike Koenigs

Co-founder, Just Like My Child Foundation

"Marisa and her team designed a user experience for our new app that is going to reinvent the entire sleep industry."

Kim West

CEO, The Sleep Lady

Our CEO

Meet Marisa Murgatroyd

Online Education Pioneer & Customer Experience Expert

Marisa has spent over a decade building the discipline of experience design and training CXO-level consultants who deliver this work inside enterprise environments. Her methodology has been applied across SaaS, healthcare, financial services, education, retail, and nonprofits.

She founded The Experience Group to bring experience design capabilities to organizations that need this embedded at the leadership level. Featured by Entrepreneur Magazine, Mindvalley, and the Boston Globe.

4x

Inc. 5000 List Founder

1,000+

Companies transformed

60+

CXOs certified

Decade+

Building experience design discipline

SaaS Healthcare Financial Services Education Retail Nonprofits Professional Services

Speaking

Recent and upcoming stages.

Berlin, March 2026

International CX Management Summit

Las Vegas, April 2026

CXO2.0 Conference

London & New York, April 2026

FinTech Marketing

Toronto, May 2026

Customer Experience Strategy Summit

Latest Thinking

Experience Design & CX Insights.

View All Articles

The Doorman Problem: Why AI's First Act Will Destroy Value and How to Be the Business That Doesn't

Experience Design

Ready to close your "Experience Gap"?

Schedule a complimentary experience assessment. We will walk through your current situation and identify the highest-leverage interventions available to you.

Schedule a Conversation Download the CXO Manifesto