Customer Experience Inspiration session

Discover where the opportunities lie for your organisation

Every experience, no matter how small, impacts your brand. Positive experiences build trust, strengthen loyalty, and encourage repeat purchases. They create ambassadors. Negative experiences, on the other hand, can lead to churn and even reputational damage. By consciously investing in the Customer Experience of your organisation – across all touchpoints – you create lasting, positive impressions. We help you map out what your organisation needs to elevate the experience of your brand to the next level.

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Case: Royal Canin

How Royal Canin uses research to improve their customer experience

A strong experience starts with knowing and understanding the target audience. What is important to dog owners in the first year of raising their new puppy? Royal Canin and iO explored this question together in the iO Insights Lab. Through interviews with brand-new dog owners, we mapped out their needs. We revealed interesting insights on how Royal Canin can support dog owners even better in their dog's first year of life. Find out more about the approach in the video.