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 Researcher

    Client Team
    Senior Vice President, Analytics & Insights
    Senior Leadership Team

  • Design Methods Used:
    Experience Journey Mapping
    Empathy Building
    Inspiration Cards
    Cocreation Workshop
    Prioritization Matrix

    Research Methods:
    Expert Interviews
    Leadership Interviews
    Internal Survey
    Pre-work Activity
    Desk Research

    Communication 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.
— Senior Vice President, Analytic Solutions and Insights
 
 

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.

 
 
 
 

 

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