Objectives

  • be able to reinvent itself internally to continue to grow by capturing new trends, to resist new entrants, while keeping the elements of strengths of the company’s DNA
  • understand finely where the value of the current model is & what needs to be preserved
  • separate the utility from the accessory from current and emerging trends
  • invest in CX stages that create value and nurture brand appeal

Our methodology

  • a detailed understanding of the current customer experience by customers and employees through a qualitative customer study, a field audit and business interviews
  • construction of an opportunity matrix and a roadmap
  • design of an improved customer experience through corrections, tests and implementation of new processes