At Futurelab we regularly compile our knowledge into publications which we hope will inform, and possibly even inspire you to become more customer-centric. 

Below you can find an overview of our latest musings.  Feel free to click on the titles, read, download and share.



CC-I3 Issue 1: ING Insurance: the Journey to Customer-Centricity

In this first issue of our magazine Customer Centric Insights, we follow ING Insurance International's journey towards customer-centricity from 2009 to 2013.

How to Profit from Customer-Centricity in the Mass-Affluent Investment Market

Mass Affluent investors are on the most interesting, but also neglected segments in banking and insurance.  In this paper we explore the ways in which customer-centric financial retailers can capture their attention and loyalty.

So You Want To Be Customer-Centric?

Over 99 pages, So You Want to Be Customer-Centric? helps you shake the habits that prevent companies from being truly customer-centric.  The book includes cases and best practice insight from senior executives who have been there: C&A, ING, Lexus Europe, L’Oréal Group, Orange Business Services, Philips, Sanoma Magazines and the World Economic Forum.

The Future of the Automotive Dealership

In this paper we show how the current dealership model is not viable, and introduce 10 new business models, as well as a number of quick fixes to increase profitability of the network.