Posts tagged customer centricity
Redesigning Shurgard Europe's customer & employee customer experience
Redesigning Shurgard Europe's customer & employee customer experience

Shurgard is the largest owner and operator of self-storage facilities in Europe with 229 self-storage centres in the Netherlands, France, Sweden, the UK, Germany, Denmark and Belgium. Having revisited its brand positioning and strategy, they collaborated with Belly & Brain to design its future customer experience & the underlying employee experience, to clearly demonstrate and stand for their intended brand positioning, identify future growth opportunities in terms of practices, new products or services.

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Strategy, Customer experienceAudrey Benoitdigital management, digital strategy, customer centricity, Omnichannel customer experience, customer journeyComment
Transforming's SWIFT support channel strategy
Transforming's SWIFT support channel strategy

In 2016, in order to design a true value proposal for its support services, SWIFT partnered with Belly & Brain to design their customer experience strategy, set the lines of their support product packages, define a transversal transformation plan looking into the growth of digital self-servicing, the evolution of human support services, and the improvement of its products usage simplification and in-system help.

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Digital transformation, Customer experience, Product & service designAudrey BenoitOmnichannel customer experience, customer centricity, customer journey, insuranceComment
Designing AXA Belgium's car insurance customer experience strategy & developing customer-centricity
Designing AXA Belgium's car insurance customer experience strategy & developing customer-centricity

AXA insurances Belgium partnered with Belly & Brain to design their first customer experience strategies, isolate a design & deliver methodology allowing them to carry independently the transformation across the organisation with the right level of quality, insights, skills and ambitions.

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Customer experience, Digital transformationAudrey BenoitOmnichannel customer experience, customer centricity, customer journey, insuranceComment
Defining a digital-friendly portfolio of products for Europ Assistance Belgium
Defining a digital-friendly portfolio of products for Europ Assistance Belgium

Europe assistance is a global operator in personal assistance services in the areas of travel, automotive, health, home and family. Each year in Belgium, Europ Assistance handles around 425.000 calls and manages around 190.000 files to assist Belgians across the globe. Although leader within the group in terms of direct distribution, Europ Assistance Belgium called in Belly & Brain to reinforce its direct distribution positioning redefining its portfolio strategy and portfolio products towards more digital-friendliness.

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Strategy, Product & service designAudrey BenoitOmnichannel customer experience, customer centricity, customer journey, insuranceComment