Building a better intranet: a journey from employee insights to implementation
Background A company was in the process of switching platforms for their intranet. Recognizing this as a pivotal moment, they aimed to place their employees’ needs at the heart of the transition. The goal was to deeply understand these needs to ensure the new intranet would not only meet but exceed expectations, fostering better collaboration, […]
Developing Customer Experience capability through a training program
Background A global transportation company was facing a changing competitive landscape. With digitalization, automation and electrification the company could foresee changes in customers’ expectations and new emerging competitors. To stay relevant and competitive, the company identified a deep understanding for customer needs and the ability to drive change from an outside-in perspective as key factors. […]
Building key capabilities to unlock customer centricity
Many companies strive to become customer centric, but what does customer centricity really mean? Customer centricity means putting the customer first and in the center of everything we do, valuing the customer perspective in all aspects of the business. It requires a strong focus on understanding customers’ needs to be able to meet or exceed […]
From a product centric to a customer centric approach
Background A leading insurance company in Sweden found themselves in the need of understanding their customers and their business to cope with their ambition to grow their sales across product areas while keeping their competitiveness. The company has achieved double-digit growth in recent years by focusing on selected product segments. Historically, the organization has aligned […]