New Webinar - How To Optimize Your VoC Program (Nov 12)

We are pleased to announce that on Wednesday, the 12th of November, Futurelab's Stefan Kolle together with Confirmit's Claire Sporton (VP, Customer Experience Management) will run a webinar on how to run a mature, action-oriented VoC program. We believe that listening to your customers is only one part of a truly effective Voice of the Customer program and only a comprehensive and fully integrated initiative can increase your revenue, reduce costs and promote culture change. 

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How the Brand Utility Makes Marketing Truly Customer-Centric

Customer-centric marketing is like wet water, it’s a pleonasm. The nature of marketing is about responding to a customer’s need. Without it, there would be no marketing.

Still, walk through a shopping street, go to a website, visit Facebook or watch TV and you’re likely to be interrupted by marketing promotions. Promotions you don’t want and don’t need. Marketing doesn’t feel customer-centric at all.

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New Futurelab Representations in Barcelona and Valencia

We're proud to announce that from now on Futurelab is officially present in the Spanish cities of Barcelona and Valencia in the persona of David Costa and Juan Alegre.

Both gentlemen will act as Futurelab Customer Strategists in the Spanish market. In doing so, they will enrich Futurelab's propriety approach to customer-centricity, with their own, extensive experience in the field.

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Stefan Kolle

Innovator – Disruptor – Enabler

Stefan is a disruptive influence. As co-founder of Futurelab, he encourages businesses to shake up their marketplace through meaningful innovation in customer experience. 

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Alain Thys

Storyteller – Simplifier – Strategist

Alain likes it best when the right thing to do is also a nice thing to do. That’s why he’s on a mission to make the world a more customer-friendly place. Not just because it’s nice, but because he has learned that customer-centricity is the most profitable strategy any business can pursue. 

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Services

As an advisory boutique we have to freedom to provide you with a slightly different type of consultancy experience.   As such our services come in three flavours:

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Brand Experience Brief: Targetexpress

TargetExpress, the new smaller retail concept from the folks at Target, is intended to offer “an assortment that is locally relevant to meet urban guests’ quick trip wants and needs at an everyday value.” Check out this video audit and analysis to see how it delivers on that mission.

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What Is Fairness?

What is “fairness”? And what happens when technology decides?

Fairness is one of those values that Americans love to espouse. It’s just as beloved in technical circles, where it’s often introduced as one of the things that “neutral” computers do best. We collectively perceive ourselves and our systems to be fair and push against any assertion that our practices are unfair. But what do we even mean by fairness in the first place?

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18 Reasons to Map Customer Journeys

Have you started journey mapping yet? Or are you still wondering why it's an important tool to have in your customer experience management toolbox?

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Cialdini’s Latest Persuasion Secrets, More – Roger’s Picks

It’s been a big week for new content in that overlap area between psychology, neuroscience, and marketing we call neuromarketing. Be sure to check out the Robert Cialdini interview and book review, and the fascinating advice from “Dr. Love,” neurochemistry expert Paul Zak!

My Stuff

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