We are Customer Experience Architects

For more than 17 years we help our clients understand the needs of their clients, develop customer strategies, manage customer experience, and draw profit from customers’ loyalty and word of mouth. We specialise in VoC in B2B.


Consumer Trends And Retail

Consumer trends

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?

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 centricity experience consultancy. We help our clients to profitably manage and improve their customers' experience and journeys, develop compelling new value propositions, organise their business and culture in a customer-centric way and transform digitally.  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.

Customer Experience Management cycle:




Design the Experience your customers deserve.

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Translate your Customer Experience design into operational reality.

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Get your people to deliver Customer Experience beyond the manual.

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Act on the customer voice and the insights it brings.

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Some of our clients

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