We are Customer Experience Architects

Futurelab is a European Customer Centricity and Customer Experience (CX) consultancy company. For more than 15 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.

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.
Read more


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).

Continue Reading

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....

Continue Reading

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.

Read more


Translate your Customer Experience design into operational reality.

Read more


Get your people to deliver Customer Experience beyond the manual.

Read more


Act on the customer voice and the insights it brings.

Read more


Some of our clients

Explore our resources