Empowering citizen experience: trends and strategies in Luxembourg’s public services

We start this blog entry with a trip down memory lane. Imagine you are back in 2012, waiting at the bus stop to get to work. It’s 7:48am, then 7:53am and finally 8:01am… Your bus was due to arrive at 7:40. ‘What the heck is happening?’ you wonder, your emotions …

EU digital Identity: why it makes sense and the challenges ahead

Will our physical identification documents such as identity cards or passports, soon be a thing of the past? More and more, we make online transactions or use mobile devices that require our fingerprints or our eyes to access services or travel. That seems to be only the beginning of a …

Employee experience, a quick guide to boost your people’s engagement and performance

With a resurgent drive to work from home, plethora of new tools being constantly introduced and the great resignation in full swing, employee experience (EX) is top on most if not all organisations’ agendas once more, and it will remain a priority in 2022 and likely beyond.  Organisations face fresh …

The bet on Customer Transformation to build enduring relationships

Maria, who lives in Luxembourg, was dreaming about going to Porto in May 2020, taking advantage of the abundant number of bank holidays during this month. She even booked her plane tickets and accomodation quite in advance, cleverly anticipating that prices would go high during this period. In March, she …

Business design and the future of business

“People ignore design that ignores people,” stated Frank Chimero, Brooklyn-based brand and product designer, some time ago.  Design is and has been an integral part of any successful business for centuries. However, only recently, businesses across the globe have acknowledged more noticeably the value that design adds to any outcome …

The Art of Co-Creation

In a previous blog entry,  Armin explained why Customer-centricity is at the core of business strategy for successful transformation. In this article, we would like to focus on tactics to co-create value with customers.   Companies have long seen consumers as passive target audiences for what they create. Porter’s value chain …

Customer-centricity at the core of business strategy

Most businesses nowadays are obsessed with customer experience. But it’s that kind of fixation  that will do good eventually. Efforts to mitigate the Covid-19 pandemic have pushed us into using online services more often, especially during confinement. More than ever, individuals demand first-rate, personalised, digital experiences with user-friendly interfaces that …

Five podcasts on technology matters you have to master in 2020

It’s already 2020. A new decade starts off. If you had to search for three adjectives to define the previous one, what would they be? Because it’s a difficult exercise, we chose two-word adjectives: technologically restless, politically surprising and environmentally disappointing (however, the rise of ESG investments and sustainable finance, …

The importance of Me in Media and how it’s triggering a revolution in business

The Media and Entertainment industry (M&E) is going through one of the most fascinating transformations of all times. It is restless and dynamic, and placing all bets on testing and quickly adopting new tech. But, the tech we consider as new today is, quite likely, not going to be new …

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