custome experiences

Do you speak customer? Then speak to us…

We worked with one of Central Europe’s biggest insurers.
We made them cry.
At their senior leadership conference. 
Proper tears.
 
We worked with the world’s biggest car manufacturer.
We made them dance.
On their desks. 
 
We’re Futurelab. We get involved. We get passionate. We get results. That’s why we’re set on becoming Europe’s brightest, boldest and most successful customer-centricity consultancy. Want to join? 
 
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CX Journey™ Musings: No Budget for #CX Improvements

No customer experience budget?

I haven't written a CX Journey™ Musings post lately, but I found a topic that warrants a bit of reflection.

I recently read an article on MyCustomer about a study that Ovum and BoldChat conducted in which they found that many companies don't have the necessary budget to improve the customer experience. Specifically, the findings noted in the article state:

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The Outcome Economy – A Data Driven Economy Based On Sustainable Value Creation

Each technological age has been marked by a shift in how its industrial platform enables companies to rethink their business processes and create wealth (1). As we are standing on the brink of a new chapter of capitalism are we limiting our ability to rethink due to how we read, measure and perceive the world – how we cherry pick our data?

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Tools to Put the Customer at the Center of All You Do

Trying to ensure the customer gets the attention she deserves within your company?

Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization? What tools should you have in your customer-centric toolbox?

There are many, but one of my favorites is "the empty chair," which is a seat at the table for the customer and a reminder that we should always be considering if the decisions we make are in the best interest of the customer or of the business.

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Why Richard Branson is wrong about customer-centricity

After almost half a century of stirring up the status quo and bringing good cheer to customers in notoriously cheerless markets (trains, banking, cable TV), Virgin revealed recently that they have in fact NEVER put their customers first. 
 
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Futurelab announces new strategic partnership with Avaya, global leaders in customer contact centre technology

FUTURELAB. Brussels, Belgium: Dec 9, 2015

As Europe's leading customer-centricity specialists, Futurelab is pleased to announce a new strategic partnership with Avaya, global leaders in customer contact centre technology.

The partnership will combine Futurelab's expertise in the design and development of customer-centric strategies and NPS programmes with Avaya's best-of-breed collaboration and unified communications solutions.  Together, Avaya and Futurelab can offer clients a faster, more seamless transition from strategy and planning through to rollout and delivery.

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Is Your Brand a #CX Earworm?

What on earth is an earworm? And what does it have to do with customer experience?

The first time I heard this word, I had a completely different idea of what it was. I had to look it up.

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