Mission:
How can employees of an international pharmaceutical company not only understand the importance of customer experience (CX), but also experience it first-hand? The aim was to raise awareness of customer focus, develop new CX approaches and bring the topic of ‘The Future of Customer Experience’ to life in an interactive training event.
Solution:
An extraordinary learning and experiential format was created in an inspiring beach location, combining knowledge, emotion and interaction. At the heart of the event was an interactive CX exhibition in which the 60 participants slipped into the role of their customers and changed perspectives along real touchpoints. Various workshop modules were used to develop new ideas and concrete measures for optimising the customer journey. Impulses from a keynote speech and best practice examples from leading tech companies showed in a practical way how modern customer experience can be designed. The open set-up with various interaction islands invited participants to try things out, network and get involved. A sporty team-building programme, entertainment and a barbecue on the beach created an atmosphere in which learning and experiencing seamlessly merged.
Success:
The event conveyed a new understanding of customer requirements in a playful and sustainable way.
Through individual experiences and active perspective shifts, customer experience became not only theoretically tangible, but also emotionally experiential.
The day raised awareness of the importance of CX in everyday business life while promoting team spirit, exchange and innovative strength.
