Cases

Situation

A co-operatively owned trimmings and fashion accessories retailer had appointed a retail design agency for the redevelopment of their stores but wanted to make sure that the new designs also “made commercial sense”.

Several countries in this global mobile telecommunications company had already launched customer-centricity initiatives. But the Group Head of CX realised this scattergun approach was inefficient.

She asked Futurelab to harness the enthusiasm from the regional offices, facilitate an exchange of knowledge and align customer journeys across the organization.

Situation

A Belgian mobile operator wanted to increase and optimize customer interactions through virtual channels (mobile phone, web internet and automated tools in channels).