ARE YOU FACING THESE QUESTIONS?
How can I build a new customer experience making the most of the potential of digital?
How can I design a truly omnichannel customer experience?
How does my current customer experience perform versus customer needs & competition?
What is the business potential of rethinking my customer experience?
How can I use customer journey redesigns to develop customer centricity in my organisation?
How should I approach my customer experience transformation?
how we help
Belly & Brain has accompanied large and small organisations to gain a better understanding of their customer experience, the potential of redesigning new journeys and enabling the change towards achieving their vision. Our result-proven approach, tailored on the company's objectives and existing assets, aims for timely, impactful and sustainable impact both for in terms of business impact & understanding of customer needs and perceptions.
Gain intimacy with customers’ needs and behaviours
Design experiences aiming both for business value and customer value
Enable a customer-centric culture & organisation
OUR SOLUTIONS
Customer research & data analysis
A qualitative and quantitative understanding of prospects and customers’ needs, perceptions, and behaviours aiming to grow your business’ knowledge of customers & feed business decisions.
Available services
- Qualitative & quantitative market research
- Consumer segmentations based on behaviours & perceptions
- Consumer data enrichment & crunching
- Marketshare potential evaluation
- New business potential evaluation
“AS IS” customer journey mapping & performance analysis
A clear view of your current customer journeys, and their performance versus customer expectations, market standards or market trends; an evaluation of how you serve them, how competition serves them; An analysis of the market “conditions to play” in terms of experience and the identification of the different business opportunities to maintain or create value.
Available services
- Qualitative & quantitative market research
- Customer experience safaris & blind tests
- Market & trends analysis
- "AS IS" qualitative & quantitative customer journey design
- Identification of priorities, quickwins & strategic opportunities
“TO BE” omnichannel customer journey design
A reality-checked strategy built in close collaboration with your teams taking into account your business reality, market situation, customer perception & existing means and assets. Our aim is to, based on your company assets and market situation, design new customer experiences meeting your business targets and creating value for the customer in one go.
Available services
- Design-thinking involving customer or guru-design
- New customer experience strategy
- Journey steps guiding principles
- New experience business case
- Journey Storyboarding & proto-typing
- "TO BE" journey priorities & roll out approach
Touchpoints experience redesign
Translating the ‘TO BE’ customer experience into clear and concrete activities - both on digital & relational channels
Available services
- Definition of touch points roles & guiding principles
- Key channel flows & uses cases
- Digital ecosystem redesign & User experience redesign
- Customer-facing channels acts & working documents re-write
Customer experience rollout prioritisation & road-mapping
Define a clear path between the “AS IS” experience and the “TO BE” experience, taking into account the key enablers to build the path to the new vision: people, processes and tools.
Available services
- Customer journey "TO BE" roll-out prioritisation
- Gap Analysis versus existing roadmaps & plans
- Implementation plan analysis & options
- Change & communication strategy design
Change strategy & capabilities development
Having a clear diagnostic of the organisation’s perception, capabilities, skills and readiness to deliver and run the transformation. Identify assets and roadblocks to be managed in order to design an effective and smooth change strategy.
Available services
- Customer journey "TO BE" roll-out prioritisation
- Organisation change readiness evaluation
- Transformation governance set-up & stakeholders onboarding
- Leadership teams, project teams & transformation managers coaching
- Customer-facing teams competences and skills learning & development
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client cases
INTERESTED TO KNOW MORE?
If you want to learn more about our solutions, we'll be happy to answer any specific questions you have. Please fill in the form below and we will get back to you as soon as possible.
OUR OTHER SOLUTIONS
Evaluate & design your company’s long term digital strategy, enabling and accelerating the change.
Define products & services adapted to digital & omnichannel distribution.
Design the relevant mix of products, services, channels & experiences exploiting all the potential of digital.
Build new business models & organisations exploiting all the potential of digital.
Build and accelerate digital maturity, excellence and growth within organisations.