Redefine customer engagement through co-innovation and future thinking
project context
Our client, a 90-year-old event management company, sought to introduce a new approach to customer engagement, positioning itself as an innovative thought leader and partner in event creation.
Client challenge
How might we adopt a consultative selling approach that builds deep customer trust, sparks meaningful dialogue about their emerging needs, and positions us as forward-thinking experts shaping the future?
Project Scope
Type of Engagement
Customer Engagement Research, Futures Research
Time-frame
6 weeks
60 hrs
Secondary Research
20 hrs
Expert Interviews
-
Internal Leadership Interviews
Future Trends Desk Research
-
Khoj Lab Team
Senior Design Strategist
Senior Design Researcher
Communication Designer
Market ResearcherClient Team
Senior Vice President, Analytics & Insights
Senior Leadership Team -
Design Methods Used:
Experience Journey Mapping
Empathy Building
Inspiration Cards
Cocreation Workshop
Prioritization MatrixResearch Methods:
Expert Interviews
Leadership Interviews
Internal Survey
Pre-work Activity
Desk ResearchCommunication Methods Used:
Video Storytelling
Diagrams & Visualizations
Gamification
Virtual Presentation
client testimonial
“Khoj Lab has been a great partner in working with us to facilitate co-creative relationships with our clients. They are highly dedicated and responsive and were great collaborators under time pressure.”
KHOJLAB APPROACH
Used future thinking to create tools for client and customer engagement
We conducted stakeholder interviews on the future of retail, collected and synthesized these insights, and used them to create tools useful to engage clients and facilitate customer interaction. We brought design-thinking methods into co-innovation workshops that facilitated interaction and co-creation with the company's clients.
IMPACT/OUTCOME
A customer engagement framework to introduce new client offerings in event consulting.
By integrating a futures-thinking approach with design thinking methods in co-innovation workshops, we provided the company with a framework that could be reproduced in discussions with other clients and would help them improve and introduce a new consultative way of selling their offerings to clients.