The agency has been established with the aim of improving customer understanding through what it describes as the ‘empathy gap’ in organisations between employees and customers.

It develops programmes and events to create customer-centric cultures within organisations and skills training for employees, including interviewing skills, discussion guide development and capturing observations.

Arnell founded and has run IO Consulting for the past nine years, and has held client-side insight positions at Kimberly-Clark, Boots and Procter & Gamble.

Scott is the founder and director of market research agency Greensand and has also worked for Kimberly-Clark, Johnson & Johnson and Accenture-owned capability company Brand. 

Arnell, co-founder, said: “Whether it’s a one-off company event or embedding an ongoing programme of customer closeness, our clients have been consistently delighted at how much better customer-informed they are generally and how much better customer-informed their projects are specifically.”