Customer experience

Being a consumer-centric organization isn’t just the domain of a select few; every business that has the genuine desire to offer a truly satisfying customer experience can and should achieve this goal. 

Our flexible customer experience research program guides you in understanding and mapping the customer journey, crafting new solutions and tracking your performance across touchpoints.

  • CX Strategy
    Harvesting the existing knowledge, mapping the customer journey and identifying the different Jobs To Be Done. 
  • CX Development
    Ideate new solutions to address the identified needs and prototype. The ideation and prototype phase consist of an iterative process with short and quick feedback loops, alternating consumer perspectives with the business perspective. 
  • CX Tracking
    Understand touchpoint performance and the impact on your customers, and how to improve accordingly.
Customer Experience

The Customer Journey Revolution

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?

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Cases

Induver future-proofs business with digital transformation strategy

Induver, a Belgian B2B insurance broker with a focus on medium-sized enterprises, wanted to prepare its team for a digital…

Improving the travel transfer experience for Air France-KLM

Air France-KLM is a French-Dutch airline holding company. To further improve the experience of travelers, Air France-KLM want to connect…

How SkyTeam is aiming for the sky in Customer Experience

Consumer Experience research is high on the agenda of many research teams, including SkyTeam, one of the ‘big three’ international…

Contact

Christophe Vergult
Global Customer Experience Expert
Managing Partner

Contact Christophe