• So You Want To Be Customer-Centric?

    What it means to be a customer-centric company?

    This little video will try to give you a flavour of the answer!

  • Retail 360®

    Retail 360® is Futurelab’s brand new Customer Experience audit and improvement methodology.

    It’s the ONLY programme that delivers insights and drives profit store by store by store.

  • Customer Experience Management

    Many organisations lack the mechanisms to pro-actively manage a multi-channel customer experience.

    We can help you hard-wire customer thinking into your business so it "gets it right" when it matters.

  • NPScalibrate

    You have big plans for NPS®.

    You see some positive change and some early signs of growth, but now you’re ready to take it to the next level.

    What you do NOW could make or break your Net Promoter programme.

    NPScalibrate will help that you make it stronger.

     

About us

Futurelab is Europe's premier customer-centric strategy boutique. We help our clients profitably manage and improve their customer's experience, develop compelling new value propositions and organise their business and culture in a customer-centric way.
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Inspiration

Consumer Trends And Retail

We present some key consumer trends and how retailers can adapt. A compilation of presentations Alain Thys gave in Vilnius (2013) and Tallinn (2014).

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So You Want To Be Innovative?

Many innovations fail because they have little customer relevance.  This presentation explores how to innovate less, but with more meaning.

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About Futurelab

Futurelab is Europe's premier customer-centric strategy boutique. We help our clients profitably manage and improve their customer's experience, develop compelling new value propositions and organise their business and culture in a customer-centric way.  When working in these domains we always aim to be inspiring, surprising and meaningful. And above all, we make sure that anything we talk about can actually be implemented in your business.