Thought leadership
I help leaders and their teams benchmark their current state with the best in class – within or outside their industry. With evidence and insights, I inspire them to challenge their thinking and envision change matching their ambitions and resources. Here are some examples of past speeches, commissioned studies or research assignments I delivered:
Master the feedback loop for CX
Brands invest in Voice of the Customer programs and tell their customers that their voice matter. But very few truly engage in a fruitful dialogue. An in depth study I did for Forrester shows that companies are missing out on customer feedback – even when they think they are listening and taking action. With a simple 3 steps framework, they can improve their feedback experience all the way to closing the feedback loop in the best way possible to improve customer experience.
(re)Designing finance, retail and media
For Figma, I provided a European lens to insights reports dedicated to the design practice, the future of design and design trends in three industries: financial services, retail and media. This work included desk-research, interviews analysis synthesis and final reports such as the Redesigning Finance.
Mobility experience
As the lead CX analyst on the drivers of a good mobility experience, I crafted several reports and webinars for Forrester that generate several thousands of reads. They are backed with an extensive field research including ethnography study, 13+ mobile apps benchmark, customers surveys and industry experts interviews.
Talented misfits
My ongoing research dives into work experiences and people at work – specifically those who navigate challenging times or burn-out while trying to improve their organisations. Check-out my research to get to know more about it.