customer centricity

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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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.

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How the Brand Utility Makes Marketing Truly Customer-Centric

Customer-centric marketing is like wet water, it’s a pleonasm. The nature of marketing is about responding to a customer’s need. Without it, there would be no marketing.

Still, walk through a shopping street, go to a website, visit Facebook or watch TV and you’re likely to be interrupted by marketing promotions. Promotions you don’t want and don’t need. Marketing doesn’t feel customer-centric at all.

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New Futurelab Representations in Barcelona and Valencia

We're proud to announce that from now on Futurelab is officially present in the Spanish cities of Barcelona and Valencia in the persona of David Costa and Juan Alegre.

Both gentlemen will act as Futurelab Customer Strategists in the Spanish market. In doing so, they will enrich Futurelab's propriety approach to customer-centricity, with their own, extensive experience in the field.

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Customer Experience Challenges 2020

In February & March 2020 we ran research amongst CX professionals, to find out what their biggest challenges were. We wanted to take the pulse of the CX community. So we reached out to 144 CX professionals recruited via LinkedIn Survey question: What are the main obstacles on the path towards improved customer experience (CX)? Data collection finished before the COVID-19 outbreak to exclude its impact on the survey results.

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CX Journey™ Musings: Is Your Customer Experience Crisis Ready?

I mentioned over the last couple of weeks that there are some important takeaways from the current crisis. Here’s another takeaway.
 
There’s a little bit of irony in the title of today’s post. Why do we have to make sure the customer experience is crisis ready? (Employee experience, too! This post applies to both!)
 
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Futurelab joins forces with infinit.cx as an independent subsidiary

A couple of months ago, we announced that Futurelab had become a partner infinit.cx, a leader in complex contact centre solutions which has a long list of successful customer experience stories in Germany. Today, we are happy to announce that we have gone further in our partnership. From now Futurelab will be an independent subsidiary of infinit.cx GmbH.

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How To Interest Your Colleagues in the Customer Voice

Customer-centricity starts by listening to the customer. But in many organisations it seems that the further you get away from the customer (research) department, the less people actually listen.

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Privacy: Hassle or Customer-Centric Opportunity?

When it comes to managing the digital customer experience, there’s an interesting duality all of us need to deal with:

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Why Customer Experience Transformations Stall

I originally wrote this post for Forbes.com. It appeared on the Forbes site on November 14, 2018.

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