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

Create truly authentic and sustainable customer-centered experiences. How do you disrupt category conventions? How do you keep your finger on the pulse of your customers’ wants and needs? How do I use my existing resources to build a relevant and authentic customer experience?

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Cases

Creating an e-commerce benchmark for Comeos

Comeos, the Belgian trade organization, gathers and shares knowledge and serves as a network platform for 18 different sectors. Given…

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…

Understanding viewer appeal for ITV’s flagship show ‘Hell’s Kitchen’

Going beyond regular research, our Culture + Trends solution provides future-facing insights that impact innovation, customer experience and branding challenges. Together with…

Contact

Christophe Vergult
Global Customer Experience Expert
Managing Partner

Contact Christophe