The Customer Journey Revolution

How to create truly authentic and sustainable customer-centered experiences. With consumer expectations rising, but above all constantly evolving, delivering top customer experience is difficult. So how can you get a constant finger on the pulse of your consumers and build truly consumer-centered CX solutions? Discover how we collaborated with brands such as Volkswagen, Bosch, AB InBev and Philips Lighting through our customer experience research program. Throughout the cases we will show you how we translated service design principles and contemporary CX frameworks into a flexible research program, built on the 4 pillars of consumer-led CX.

We will demonstrate that this is the perfect storm for strong CX innovations – if you use your resources well. In order to really disrupt category conventions, it is important to source the right profiles (regular consumers, pro-sumers and business stakeholders) for the right challenge at the right moment in the process.

Request your download

Read more on our blog

10 tips to move from Customer Service to Customer Activation

In plenty a company, customer service is the only tangible contact (or touchpoint) a customer has with a company. A…

How customer centric is your organisation?

Everybody wants to be customer centric, but the actual realisation differs from company to company, so we learned from a…

3 steps towards a truly consumer-centered organization

Do you think your company is consumer-centered? Think again. Many companies have different practices in place for defining and delivering…