About us

Pretty young business woman using her digital tablet while sitting next to the window in the office.
Our company

We are Customer Experience Architects

Futurelab is a European Customer Experience Management consultancy. For 20 years we help our clients understand the needs of their customers, develop and manage the customer experience, and draw profit from customers’ loyalty and word of mouth.

We call ourselves “Customer Experience Architects” because we help you dream, design, launch and implement your CX program – just like an architect helps a client to dream, design and create a new building. We listen to your needs, evaluate your current situation, and plan projects with your team, managing your agencies and vendors towards the desired result.

But we don’t stop just there: like any good architect, we stay with you overseeing the implementation process, making sure that projects are on track, the necessary processes are created, and your people learn necessary skill sets.20

Why work with us?

We are Pragmatists. At Futurelab we want to make the world a more customer-friendly place. Why? On the one hand, because we believe (and can prove) that great CX is the most effective path to profit for any business. And on the other hand, we know that making people’s lives better is not just hard cash: it is also fun.

We are Pioneers. One of the first CX houses in EMEA, we aren’t a classic consultancy. Our expertise comes from the field rather than textbooks. We run our own research, and make our own models when necessary (and have a proven track that they work). At the same time, we make use of the best industry tools and methods – because we are pragmatists, and because you as our client deserve the best.

We are Passionate. Don’t expect a thick report from us (although you can get it if that is your wish). Instead we will get on board, roll up our sleeves, and make sure that your people, processes and infrastructure to deliver great CX. We don’t stop until the job is done. And we will do it with insightful questions, straightforward talk, motivating spirit, and a fair deal of good humour.

If this proposition interests you, let’s get in touch for an exploratory chat.

Our oyster

We cover Europe and can reach the world.

  • Worked across more than 50 countries and 20 different industries
  • Influenced the behaviours of over 1,000,000 employees
  • Improved customer experience of 250 mln consumers and hundreds of thousands of B2B customers


Own offices (infinit.cx): Munich, Hamburg, Zurich, Antwerp, Stuttgart
Representations: Valencia,  London, Athens
Network partners: Copenhagen, Prague