The Customer Journey Revolution

The Customer Journey Revolution bookzine

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? Discover how we collaborated with brands such as Volkswagen, Bosch, AB InBev and Philips Lighting through our customer experience research program. Throughout the cases we will show you how we translated service design principles and contemporary CX frameworks into a flexible research program, built on the 4 pillars of consumer-led CX.

We will demonstrate that this is the perfect storm for strong CX innovations – if you use your resources well. In order to really disrupt category conventions, it is important to source the right profiles (regular consumers, pro-sumers and business stakeholders) for the right challenge at the right moment in the process.

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