sector

Services and Retail

Service organizations and retailers need to understand their customers and employees better than anyone else in order to provide them with the experiences they need.

Customers expect interactions to be personalized, relevant and smooth. They do no longer accept inefficient processes, outdated technology, siloed information, lack of collaboration and poor employee performances. 

The target operating model, daily processes and mindset of employees must be perfectly aligned with the organizational strategy. Digital technologies, agile teams, process automation, data mining and the use of A.I. provide the means to deliver an excellent service across every channel, at every time.

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Our insights
Recent stories and downloads

Insight

Foreign or alien?

Exotic customer journeys: from chatting with local wine growers in Argentina to the ultimate app in China.
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whitepaper

Human capital, of capital importance!

The competences and motivations of each employee are important factors for the success of an organization. Organizations are only as good as the people who…
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Happy Customers
Recent cases

Case
VRT

A new season for VRT Customer Service

To alleviate some of the workload, VRT sought out ways to further optimize its customer service without compromising on its high quality standards. Who better…
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Case
An important retail bank

Employee advocacy drives customer advocacy

Employee engagement is a challenge for most companies. According to an important retail bank engagement initiatives should lead to digital and customer centric advocates.
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Case
Partena

Towards a client oriented organization

Partena Compass’ last organization model had put most focus on profitability and internal efficiency. As customers have become more demanding over the last years, Partena…
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Meet our experts!

Jan Bellaert
Vincent Defour
Dorothée Laire
Jonathan Aelterman
Peter De Clerck