About the bureau
dthink — a customer experience bureau
We don't just work with maps, reports, and strategies. We go where the customer experience actually happens: into the store, the branch, the restaurant, the call, the chat, the fitting room, the CRM, and the manager-team conversation. Service doesn't break in a deck — it breaks in the moment where nobody walked up, nobody asked, nobody understood, nobody followed up, or nobody recognised the repeat client.
How we work
- We start in the field, not with hypotheses.Every project starts with us going into the shift, the chat, the call, and the CRM. We look at how service is really wired, not how the report describes it.
- We make things that actually reach the shift.Every artefact is a tool the team keeps using after we're gone: a scenario, a reason to reach out, a follow-up playbook.
- We measure the impact in money.Repeat purchases, LTV, conversion, average check, staff retention, and operational losses — in numbers, not promises.
Founder
Илья Чадин
основатель dthink
Сейчас веду бюро dthink - лично работаю в полях: анализирую клиентский путь, разговариваю с командами и проверяю, что меняется после
Expertise
- CX-Design
- Клаинтелинг
- AI в сервисе
- Рабочие сессии
Let's talk
Not sure where revenue is leaking?
Start with a diagnostic, or just describe the task. I'll look at where the leak might be — in the journey, the team, CRM, messages, AI, or management logic.