HOW WE HELP
We bring you the “outside-in” perspective by looking through the eyes of your customers (or every other stakeholder you are interested in). By listening carefully to them, we identify their needs, motives and experiences.
Based on these insights we craft a memorable journey, innovation or insights driven strategy. Taking your organization by the hand to make sure a new way of acting is embedded.
HOW WE WORK
We work in close contact with client teams and use workshop formats to drive engagement and ensure project follow-through and execution.
We promise you no fluffy, or overly intellectual reports, but clear, actionable and real insights that will help you both on the short and the long term.
WHAT WE DO
EXPERIENCE JOURNEY
We help you map out and optimize the moments your customers* engage with your brand. Through in-dept interviews we identify how your customers experience every step in their journey.
Their end-to-end journey is not limited to your current touchpoints and is often most interesting on those moments where you are currently not in touch, but can make a difference for your customers.
Together with your team we develop new strategies to create a memorable experience for your customers.
*Or employees, candidates, patients, suppliers,...
INSIGHTS DRIVEN INNOVATION
We support your product development from scratch where co-creation with the customer is our main design principle.
By analyzing customer data and performing qualitative interviews we form a first view of what an innovation for your business could look like.
Together with your (tech) team we build a prototype to test with your customers. In the user test we collect feedback both on functionality as well as from a needs and experience point of view. Repeating this throughout the development process results in an innovation that customers love.
(CUSTOMER) STRATEGY
From our experience in both strategy consulting and customer insights, we facilitate strategy development projects and workshops.
We support you to develop customer insights based strategies, embrace customer-first decision making, prioritize strategic iniatives and enable focused execution.
OUR PROJECTS
MADURODAM
Optimizing both the customer and employee experience at the Netherlands' most cherished theme park
“Through the interviews we got a deep understanding of how our customers experience us and what their needs are. During the sessions Anouk did a great job engaging employees from all levels in the organization.”
Sander Gielen, Director Madurodam
TIMING
Shifting the mindset throughout the organization of an employment agency by integrating the candidate, client and employee experience
“Anouk and Joep did a great job helping us map out, improve and integrate the candidate, client and employee journey. We were impressed by their structured approach, ‘can do’ mentality and compelling way of presenting the insights. Always aiming for the highest achievable. We were able to implement concrete actions very quickly.”
Janet Remmerswaal, Manager Innovation & Technology Timing
PARTOU
Providing a deep understanding of how customers (parents) experience day care and after-school care
“The professional approach of Studio CIX made sure that we not only got insight in the needs and experience of our customers on their journey, but they also created a hands-on all-encompassing implementation plan to roll out the customer journey thinking and improvements. These insights are also invaluable in guiding our digital strategy, transformation and most strategic change initiatives. In other words, we want to develop solutions for what our customers want most. Next up is diving deeper into the needs of children that go to after-school care. Of course led by Studio CIX again.”
Leon Koppenol, Group Chief Information/Digital Officer Partou
VAN LANSCHOT KEMPEN
Enabling the shift from policies to creating memorable employee experiences
“Studio CIX is much more than just a remote consultant. They worked with us as if they were part of the team. What stood out is how they maintain the pace. They are always proactive and willing to go the extra mile. Anouk is a true expert. Thanks to her expertise, we've realized that employee experience is a specialized field. The insights and advice from the Studio CIX team really helped us to enhance our employees' experiences and bring the HR department along. We are looking forward to continuing our collaboration and diving into the experiences of our managers.”
Ibo Metz, CHRO Van Lanschot Kempen
ADG dienstengroep
Enabling a strategic holding company to unify and optimize the employee experience throughout the portfolio of 8 companies
“Anouk and Elin from Studio CIX manage their own customer experience extremely well. They prepare every meeting in great detail and keep the overview of actions and insights for all our companies. We could fully rely on them making this a success for us!”
Ron Steenkuijl, Director Corporate Affairs ADG dienstengroep
YOUNITED®
Giving a corporate start-up insights into the experience of their platform users
“As a corporate start-up our Innovation team works hard with our developers to deliver the best platform for our users. It was a real eye-opener to discover what the needs and experiences of both our freelancers and our clients are. Studio CIX brought it to life in the ‘listening’ session and presented tangible outcomes in clear language. We started to implement the improvement initiatives straight away and have already received positive feedback from our end-users"
Sietske Veenstra, Brand & Innovation manager Younited®
HEYDAY facility management
Mapping the customer experiences of 4 business units and connecting the insights to the employee experience
“We are certainly satisfied with the result, a nice building block in further shaping our commercial success and customer experience. Thanks for the guidance and advice!"
Chiel op den Brouw, Marketing Manager HEYDAY
RGF STAFFING
Optimizing candidate and client experience for several employment agency labels
“The insights that Studio CIX brings are strongly substantiated by the quotes from the interviews. This really brings it to life and motivates the people that have to change their day-to-day behaviour to create better experiences"
Jeroen Selten, Director Digital & Customer Experience RGF Staffing
HEUTINK
Co-creation of a platform based on teachers’ needs and their continuous feedback during the development process
“By starting with identifying the needs of our users, mainly teachers, Anouk helped us craft our future platform. During the development process, she was key in facilitating frequent user tests to make sure we were still on the right track, but also helped prioritize our backlog and tested the platform herself. She is both a strategic thinker (e.g. when presenting to the board) and very hands-on in the execution, connecting with the tech team.”
Albert Jagt, Manager Operations & IT Heutink
WMD WATER
Unlocking consumer insights at key interactions with monopolist service provider
"The Customer Journey process was incredibly valuable for us. Anouk provided excellent guidance from start to finish, ensuring engagement from both our employees and management. As a company, we believed we had a solid grasp of our processes. However, when we delved into mapping our customer journeys, we discovered their complexity exceeded our initial expectations! Customer interviews provided eye-opening insights. While some feedback was challenging, we also identified significant areas for improvement and received positive feedback from our customers. In the end, we emerged from the process with exciting initiatives to further develop. We aim to boost customer satisfaction, crucial for us as a monopoly in our industry. We're confident that our work with Studio CIX will enhance our customer experience."
Judith Smit, Teamleider Klant & Verkoop WMD
INVESTMENT FUND
Delivering actionable improvement ideas based on consumer understanding
"I contacted Elin as we wanted to gain better understanding of the reasons why one of the companies in our portfolio, an indoor theme park, experienced a decline in visitors. She approached the project in a very pragmatic way to enable quick results. Elin and her team delivered us concrete insights and action steps for both short and long term improvements, based on true consumer insights. Communication was easy and clear troughout the project. I would be happy to work together again!"
Isabelle Tennstedt, Partner at Seeder Fund
EUROTECH UNIVERSITIES
Facilitation of yearly strategy development workshops and brainstorm sessions
“We consulted Elin for help in facilitating our yearly strategy development sessions. She quickly understood what we were looking for and helped us prepare the session in detail. Elin suggested easy to use frameworks and made sure the set up and structure of the workshop would bring out the best results, starting from the big picture and ending with clear action steps and timelines. Elin facilitated our team awaydays in an excellent manner. She managed to give us plenty of room to brainstorm while keeping discussions on time and goal-oriented. Elin also did a great job involving every team member, and summarizing the main outcomes."
Tatiana Panteli, Head of Brussels Office
OUR TEAM
We have gathered a team of knowledgeable freelancers across the Netherlands and Belgium to bring Customer Insights and Experience to the next level.
Anouk Piening
Experience Lead
Facilitator workshops
Analysis
Ex Bain & Company, The Learning Network, Wehkamp
Elin De Boel
Experience Consultant
Facilitator workshops
Analysis
Ex Bain& Company, Danone, Procter & Gamble, Novartis
Lecturer at University of Antwerp
Krista Bruine de Bruin
Experience Consultant
Facilitator workshops
Analysis
Ex Bain & Company,
Procter & Gamble, Rituals
Henriëtte Banga
Experience VA and Interviewer
Interviews (Dutch)
Backoffice
Ex Ernst & Young
Joep van Rensch
Experience Interviewer
Interviews (Dutch & English)
Ex Altuïtion
Manette Elderman-Hazelaar
Experience Interviewer
Interviews (Dutch)
Ex Forum Research, MARE, MarketResponse
CONTACT
Call us or send us a message to discuss how we can help you.
We are a virtual team working from the Netherlands and Belgium for clients throughout Europe.