Nomura Research Institute launches CXynapse Hub to unify customer experience

Nomura Research Institute (NRI) has unveiled CXynapse Hub, a new platform designed to help companies struggling to deliver consistent customer experiences across multiple touchpoints. The service provides organisations with a centralised framework to plan, build, and optimise customer experience from the ground up.

CXynapse Hub operates in a staged approach, beginning with an assessment of a company’s current customer experience (CX) maturity. The platform identifies gaps, inefficiencies, and obstacles that prevent businesses from achieving a seamless experience. From there, it supports companies in defining a long-term CX vision, establishing clear key performance indicators (KPIs), and building the structural foundations needed to deliver on that vision.

Once the groundwork is in place, CXynapse Hub moves into execution. Teams conduct short, iterative cycles, testing initiatives to see what works, measuring their real-world impact, and refining approaches accordingly. This hands-on methodology ensures that improvements are not just theoretical, but translate into tangible results.

As successful practices emerge, the platform enables full-scale implementation across departments, aligning the entire organisation to a unified CX rhythm. By centralising processes, CXynapse Hub helps businesses ensure consistency, efficiency, and a more engaging experience for customers at every interaction.

NRI says the new service is particularly useful for large companies with complex operations, where multiple teams, channels, and touchpoints can make maintaining a consistent brand experience challenging. By providing a structured, end-to-end approach, CXynapse Hub positions itself as a strategic tool for companies looking to transform how they engage with their customers.

Discover how CXynapse Hub can streamline your company’s customer experience strategy and drive meaningful engagement.