Picture this: it’s 2009, and Volkswagen Sweden decides to conduct an experiment on how to influence people’s behaviour in their environment for an ad campaign promoting their new, more fuel-efficient brand. More precisely, the well-known automotive company wants to encourage people to take the stairs instead of the escalator in …
Customer-centric organisations are much better positioned for market leadership. But many are faced with two core problems: 1) they’re too focused on incremental improvements to existing services and products in silos, or 2) they’re simply not customer-centric enough, having only a partial view of their customer needs. Today, organisations should …
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 …
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 …
Although product and service innovation is, more often than not, driven by unhappy customers whose demands for seamless, delightful and outcome-driven experiences are not being met, it’s up to smart, visionary businesses to seize the opportunity and, nimbly, cover those needs. In the pandemic (and post-pandemic) world the need for …
