Customer experience

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.

We’d love to showcase what our Customer Experience research solutions can do for your brand. So get in touch to request your showcase.

Discover how our Customer Experience expertise has supported brands around the world

Understanding customer experience through in-context journey mapping

Via a multi-stage hybrid research program, AutoTrader was able to gain an in-depth, detailed understanding of the car purchase journey?

Standard Chartered

How iterative feedback helped Standard Chartered bank to optimize the UX of CardsPal

Feedback from users in Hong Kong and Singapore helped Standard Chartered Bank to optimize the UX for its CardsPal app.

How SkyTeam is aiming for the sky in Customer Experience

SkyTeam aims for the sky in customer experience through long-term consumer collaboration

Our award-wining long-term in-context research approach helped SkyTeam develop new concepts and service ideas to better serve their passengers​

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?

Request your download

Ingredients of Customer Centricity


Extreme customer obsession

The word ‘Obsession’ so easily lends itself to (potentially) unhealthy connotations. Rest assured, that’s not how we mean it. We talk about having a (healthy!) enthusiasm and passion for your customers to surprise and delight them.

Discover why extreme customer obsession is necessary for your brand.


Extreme speed

In today’s fast-paced environment, it’s not enough just to understand your customer. You have to act upon it and you have to act upon it quickly. If you wish to improve your organization’s internal clock speed and time-to-market, you need to adopt an agile, flexible, and fast approach. Speed is the key.

Discover how you can gain speed and agility in your customer experience program.


Extreme creativity

Consumers’ wants and needs change. So, being more creative in your approach means staying abreast of these changes. If you wish to excel, you have to be creative. Yet creativity is a unique skill, which we sadly cannot all master.

Discover how to bridge knowledge and creativity gaps by engaging in creative crowdsourcing initiatives.


Christophe Vergult
Global Customer Experience Expert
Managing Partner

Contact Christophe