We develop customer strategy, customer journey management and -innovation, CEM, CX. We accelerate your customer strategy with practical ideas and concepts to create a great CX and differentiate your business and make your customers more loyal, happier, and more likely to recommend you.

References include Volkswagen, Mercedes, Lexus, Toyota, Vodafone Group, ING, Sanoma CEE, Heineken, Philips, Bank of Pireaus, and many B2B companies like SHELL, Heineken, APTAR, Sonepar, ETEX and GrantThornton.

We call ourselves “Customer Experience Architects” because we help you dream, design, launch and implement your CX program –just like an architect helps a client to dream, design and create a new building. We listen to your needs, evaluate your current situation, and plan projects with your team, managing your agencies and vendors towards the desired result.

But we don't stop just there: like any good architect, we stay with you overseeing the implementation process, making sure that projects are on track, the necessary processes are created, and your people learn necessary skill sets.

This is why our services fit your needs – from customer strategy development and NPS ® pilots to all-company customer centricity trainings. Our focus is on identifying quick wins and drive the ROI of any project. Through our offices in Germany and Belgium, as well as our associates in many other countries, we are always close to you

Futurelab is a European Customer Experience Management consultancy. For more than 15 years we help our clients understand the needs of their customers, develop and manage the customer experience, and draw profit from customers’ loyalty and word of mouth.

We call ourselves “Customer Experience Architects” because we help you dream, design, launch and implement your CX program – just like an architect helps a client to dream, design and create a new building. We listen to your needs, evaluate your current situation, and plan projects with your team, managing your agencies and vendors towards the desired result.

But we don’t stop just there: like any good architect, we stay with you overseeing the implementation process, making sure that projects are on track, the necessary processes are created, and your people learn necessary skill sets.

We are Pragmatists. At Futurelab we want to make the world a more customer-friendly place. Why? On the one hand, because we believe (and can prove) that great CX is the most effective path to profit for any business. And on the other hand, we know that making people’s lives better is not just hard cash: it is also fun.

We are Pioneers. One of the first CX houses in EMEA, we aren’t a classic consultancy. Our expertise comes from the field rather than textbooks. We run our own research, and make our own models when necessary (and have a proven track that they work). At the same time, we make use of the best industry tools and methods – because we are pragmatists, and because you as our client deserve the best.

We are Passionate. Don’t expect a thick report from us (although you can get it if that is your wish). Instead we will get on board, roll up our sleeves, and make sure that your people, processes and infrastructure to deliver great CX. We don’t stop until the job is done. And we will do it with insightful questions, straightforward talk, motivating spirit, and a fair deal of good humour.