Customer Experience - what is it, why do I have to take care of it, and where should I start?

In this webinar we'll show you why measuring and managing the customer experience is a key driver of profit, including some simple ways to build a business...

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NPS - why everybody is talking about it and how can I start?

The Net Promoter System (NPS) has established itself as the world standard for measuring customer experience in companies. This webinar is for you if you...

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How Customer Centricity helps create better customer contacts in the contact center

By introducing better KPIs and advancing customer needs into a holistic approach, the contact center can evolve from a cost center to a profit center

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Customer Experience - How to sell it to the rest of the company

At the end of the day, only the business case is important - you have to show your colleagues and bosses that it's a matter of making money when we talk...

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The contact center as a profit center - how do we prove it?

The contact centers are usually percieved as budget spenders, but in this webinar Stefan Kolle will show you some concrete examples that they bring profit....

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B2B VoC Programmes that reduce churn and increase lifetime value

Stefan Kolle of Futurelab shows frameworks, tools and tips & trick on how to develop B2B VoC Programmes that reduce churn and increase lifetime value....

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Webinar Maximize the ROI of your VoC / NPS Programme

Stefan Kolle of Futurelab introduces a framework and many practical tips and tricks on how to...

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Outsourced NPS Implementation

Outsourced NPS

Starting, implementing and running your own NPS programme is hard. We describe an outsourced hassle-free approach.

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CX in B2B - 8 questions

Customer experience in B2B

Customer experience is just as important in B2B as in B2C. We guide you with 8 questions to find out why, how, and where to start.

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7 initiatives to improve your CX

Pragmatic initiatives to improve CX

A quick guide to some initiatives in customer experience management (Customer experience) you can start doing in 2017

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The right metrics for your VoC program

Voice of customer metrics

Having the right design for your VoC program is crucial. Below you will find a list of the most important Voice of the customer KPIs.

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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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