Develop and align a better Customer Experience vision

Customer

The Goal

The management team of Volvo Cars Benelux wanted to better understand the value of Customer Experience for their business and align their CX-vision.

The Solution

We invited the management team to the nexxworks HQ in Ghent for a 2-day offsite.
Together we decided to focus on getting inspiration through keynotes & company cases, and discussing possible solutions through panel talks and workshops.

The Program

We kicked-off the first day with a keynote by CX-expert Nienke Bloem, on the why, how and what of CX. We then continued with a deep dive into the CX transformation case of ING Bank. After a short break, we invited management profiles from Carya Group, Carglass and CitizenM to create a panel talk. Before heading to the bar and restaurant, we set up a buddy walk to share insights and first ideas.

On the second day, we captured the outcome of the first ideas and insights and turned those into action with Callebout Collective who led the session.

The Impact

After the 2-day offsite the Volvo Cars Benelux management team were fully aligned on the next version of their CX strategy and had the first ideas on how to implement this strategy.

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