Publications

At Futurelab we regularly compile our knowledge into publications which we hope will inform, and possibly even inspire you to become more customer-centric. 

Below you can find an overview of our latest musings.  Feel free to click on the titles, read, download and share.

 

 

CC-I3 Issue 1: ING Insurance: the Journey to Customer-Centricity

In this first issue of our magazine Customer Centric Insights, we follow ING Insurance International's journey towards customer-centricity from 2009 to 2013.

How to Profit from Customer-Centricity in the Mass-Affluent Investment Market

Mass Affluent investors are on the most interesting, but also neglected segments in banking and insurance.  In this paper we explore the ways in which customer-centric financial retailers can capture their attention and loyalty.

So You Want To Be Customer-Centric?

Over 99 pages, So You Want to Be Customer-Centric? helps you shake the habits that prevent companies from being truly customer-centric.  The book includes cases and best practice insight from senior executives who have been there: C&A, ING, Lexus Europe, L’Oréal Group, Orange Business Services, Philips, Sanoma Magazines and the World Economic Forum.