Service and CX Design
Align with the voice of the customer to create delightful services and (digital) experiences
In the experience economy, organizations compete on customer love. CX Design aligns company on collaborating towards the same the goal: happy and returning clients. Through a CX Strategy, organizations create ROI on customer experience, by strategizing on what's important and what's not.
You arrived at the right spot if you want to:
-
Insight in your customer journey and emotions
A ‘service safari’ or full customer journey map with the steps, highs and lows of your customer emotions.
-
Segmented customer groups with special needs
Looking for develop special products? Personas give insight in different customer groups and needs
-
Build and improve customer experience
Designing and (living lab) testing new experiences to boost customer experience
-
A comprehensive strategy and measurement system
From design principles to selecting meaningful missions, we setup the entire organization for CX
-
Define your service ecosystem and journey
Take into account all entry and exit touchpoints of your service, and design a flow that follows user no matter which or how many screens they use.
-
Make good use of new technology for your business
AI, Blockchain (DLT), Machine Learning. Instead of just using a chatbot to replace customer agents, build meaningful ways of delivering value with these technologies to your user.
C A S E S
Real world success stories.
Service & CX Design
Sustainable repair as a first stepping stone towards a net-zero portfolio
Helping customers choose the sustainable alternative when dealing with an insurance claim.
Service & CX Design
Boosting Schiphol’s NPS through Passenger Experience Design
Making real impact on the passenger’s airport journey, and helping with Schiphol’s ambition to become Europe’s Preferred Airport.
T E S T I M O N I A L S
A word from our clients.
Outstanding contribution
“We, as NN, are extremely excited about your method, approach, dedication, and empathy. Your understanding of our organization, mindset, and customers has helped us achieve a successful POC in a complex corporate environment. Thank you for your outstanding contribution and valuable insights!”
Henk Langstraat, Senior Product Manager at Nationale-Nederlanden
High impact
“Through in-depth customer research, ktc uncovered customer problems that led to 3 new high impact value propositions for doctors”
Teresa Gonzalez, Director Customer Experience, Pfizer LA
A customer-centric approach
We at ktc believe that the customer journey is the most important part of any business. This is where you can really solve problems in ways you didn’t even know were possible!
We want to see businesses get through the startup phase, thrive, make profit and passionately sell their service or product. Taking risks is what entrepreneurs do. But let’s do it strategically!
Our Design Doing Process
Heard of the double diamond? We use the quadruple diamond process. Less risk, more impact.
A peek in some of our Design Doing Tools
Recent Insights
