Engine contributes to new Forrester customer experience report
The Forrester research team have interviewed Engine Service Design for our expertise on customer experience co-creation, to contribute to their new report, Executive Q&A: Customer Experience Co-Creation.
To design differentiated experiences that actually meet customers’ needs, customer experience professionals must bring together people from across the customer experience to help generate insights and ideas, prototype and test, and provide feedback.
An example of this successful approach is in Engine’s inaugural project with Virgin Media; designing their new customer join journey. The process involved both customers and frontline staff for fully-immersive insights into a range of needs, which was then translated into smart and sustainable solutions.
The success of this approach can be seen though Engine’s co-creative approach with Mercedes Benz to develop their after-sales service experience.
The online booking tool, MyService, developed as part of the experience recently won the BusinessCar Fleet Technology award, demonstrating how customers know what to expect: they can book their service how they want it and when they want it.