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

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…

Optimizing the website experience for eBay

eBay UK is part of the world’s largest online marketplace, where practically anyone can buy and sell practically everything. eBay…

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…

Contact

Christophe Vergult
Global Customer Experience Expert
Managing Partner

Contact Christophe