CASE STUDIES

Our case studies are in-depth investigations of a single person, group, event or community. Typically, data are gathered from a variety of sources and by using several different methods. You can learn from their story, thoughts, or shareable files. Let’s learn together!

Case study: Building a customer-centric B2B organization

Customer experience (CX) is an increasingly important strategic topic in the boardrooms of B2B companies in China and throughout the world. Despite the rapid development of the previous decades, the “growth first” principle of Chinese enterprises sometimes implies...

Maersk : Improved Net Promotor Score

Maersk Line is the largest container shipping company in the world with over 500 vessels and 25,000 employees operating out of 325 offices in 125 countries. We helped them improve their Net Promoter Score (NPS)* by 40 points in only 30 months, which led to a 10%...

How journey mapping led UrSpectr toward CX transformation

The Challenge After bringing a new legal tech product to market in 2016, UrSpectr was eager to release new features to make users happy, but the team couldn’t decide which ones to roll out first. Getting actionable, quality insights from users turned into an...

The Future of CX is in For Profound Change

There is a fundamental shift in how brands manage CX and their customers due to an explosion of technologies and more progressive organizational and operating models. The future of CX will be far different and far more powerful. CX leaders and teams will need to...

Manage Organizational Expectations For The Pace Of Culture Change

Culture transformations are hard, and they take a long time. Companies will find success more likely if they set reasonable expectations for the difficult road ahead and the pace of change. To do that, CX leaders should: Analogize organizational culture change to...

How DBS Reinvented The Asian Banking Experience

DBS Bank is a prominent financial services group in Asia with more than 250 branches across 17 markets. Battling for customers in highly competitive markets like Singapore, China, and India, DBS realized that it needed to reinvent the banking experience if it was...
Case study: Building a customer-centric B2B organization

Case study: Building a customer-centric B2B organization

Customer experience (CX) is an increasingly important strategic topic in the boardrooms of B2B companies in China and throughout the world. Despite the rapid development of the previous decades, the “growth first” principle of Chinese enterprises sometimes implies...

Maersk : Improved Net Promotor Score

Maersk : Improved Net Promotor Score

Maersk Line is the largest container shipping company in the world with over 500 vessels and 25,000 employees operating out of 325 offices in 125 countries. We helped them improve their Net Promoter Score (NPS)* by 40 points in only 30 months, which led to a 10%...

The Future of CX is in For Profound Change

The Future of CX is in For Profound Change

There is a fundamental shift in how brands manage CX and their customers due to an explosion of technologies and more progressive organizational and operating models. The future of CX will be far different and far more powerful. CX leaders and teams will need to...

How DBS Reinvented The Asian Banking Experience

How DBS Reinvented The Asian Banking Experience

DBS Bank is a prominent financial services group in Asia with more than 250 branches across 17 markets. Battling for customers in highly competitive markets like Singapore, China, and India, DBS realized that it needed to reinvent the banking experience if it was...

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