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How insight departments deal with change, while fundamentally things do not change

With shifting sources of competitive advantage, urbanization leading to new mindsets, behaviors and economies, advanced tech-connected living, the world around us is changing fast and change will never be as slow again as it was today. These changes create disruptions and uncertainties in many categories. Digital native companies benefit from them and seem to thrive …

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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 transformation process imperative for the industry. Rethinking the current business model was considered critical in order to offer more relevance to its clientele, while remaining competitive.   Tweetaway: How #Induver installed a new digital strategy …

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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 airline alliances. As an association of 19 airlines, SkyTeam’s mission is to create a seamless travel experience through operational excellence while maintaining a customer focus. To guarantee a consistent superior Customer Experience, they wanted to …

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Ingredients of Customer Centricity: Extreme Creativity

Customer Experience determines not only whether a brand survives, it determines if it thrives. In this series of articles, our goal is to elucidate and extrapolate the various ingredients of customer centricity. First, an organizational shift towards adopting a customer-first mentality (Extreme Customer Obsession), and then how to timeously act on your renewed understanding of …

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Ingredients of customer centricity: Extreme Speed

Customer centricity requires brand owners to step outside the boundaries of their business and look at their value proposition through the eyes of their consumers. It’s the Copernican Revolution of the 21st century, and in this series, we’re evaluating the three core ingredients to becoming a truly customer-centric organization: Extreme Customer Obsession, Extreme Speed and …

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New Managing Directors appointed for our Ghent and Paris offices

Changing of the guard at InSites Consulting. From July 1, 2019. Hakim Zemni will take up the mantle as the new Country Manager for our Paris office, after 7 years of heading our Ghent team. He has been a member of the InSites Consulting team for more than a decade with a strong focus on …

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Ingredients of customer centricity: Extreme Customer Obsession

We are in the midst of a Copernican Revolution; businesses that revolve around their customers are outperforming and outlasting those brands that believe their customers ought to revolve around them. The Copernican Revolution of the 21st century is that of Customer Centricity. To become a more customer-centric organization, there are three core ingredients to consider: …

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Customer centricity: the new Copernican revolution

Some 450 years ago, Nicolaus Copernicus concluded that the Sun (not the Earth) is at the center of our solar system, and that the Earth revolves around the Sun, not the other way around. The proclamation caused quite a stir back in the day, but that’s what paradigm-shifts tend to do. Today, we are faced …

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Unfolding the innovation DNA: PILOT

In our Innovation series, we endeavored to unpack the DNA characteristics of Innovation. We started with Friction, explored the role of Passion, and now comes the third and final characteristic – embracing a perpetual beta approach. In other words, adopting a Pilot mentality. Dieter Deceuninck, Global Director Strategy & Insights for Waters and Aquadrinks at …

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