CX Transformation

Building customer-centric organisations that are highly adaptable to change.

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Transforming teams and organisations all over the globe.

We believe that design can change the world. Our aim is to help like-minded individuals, managers, and teams to embed the strategy, vision, skills, and capabilities needed to deliver change by design.

2350
people trained
51
countries
0
average score

Outsmart your competition.

As the world’s pace and complexity of change increases, so does the need for organisations to quickly adapt.

Recent studies show that organisations who understand that CX is a top management issue outperform their peers in most financial metrics – by almost 50%.

Lead in your field today and tomorrow by:

  • Delivering more value to your customer
  • Being more adaptable to change
  • Having more engaged employees
  • De-risking and optimising innovation
  • Launching products faster and more successfully
  • Performing stronger and more consistently
  • Cultivating a strong purpose

“Koos knows how to deliver excellent quality every time. All employees are extremely involved, enthusiastic and motivated. I recommend this cooperation to everyone.”

– Ben van Stee – Chief Innovation Office ING

Engineering your CX management.

Koos helps organizations like yours develop their CX management capabilities and become more customer-centric.

We work using a unique and proven framework helping you build your optimal mix of key CX elements:

  • Start with a purpose that engages and excites
  • Define a guiding CX strategy and measure progress with the right metrics
  • Empower your team with the right skills and tools
  • Ensure an encouraging culture with facilitating leadership on all levels
  • Operate with multidisciplinary teams and a customer-centric way of working

Call us now for a free intake.

Our CX performance offer.

CX Performance Plan

Benchmark your organisation and set your growth strategy.

CX Vision & Strategy

A strong purpose and framework to align initiatives and energise your team.

CX Management

Manage customer experience insights & make them accessible for all.

Agile & Design Playbooks

Develop new and powerful ways of working and make them easy to adopt.

In-house Academy

Build a future-proof workforce by embedding design capabilities in your teams.

Something else in mind?

We do so much more and tailor our toolkit to the needs of every project.

Who likes standard anyway?

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A selection from our CX Transformation projects.

Putting the customer at the heart of the biggest Dutch health insurer.

Building Service Design capabilities at an international bank.

ING

Transforming a Portuguese Telco.

Portuguese telecom provider NOS

See all work

Meet some of our Transformation experts.

Robbert-Jan van Oeveren

Robbert-Jan will help you to develop your transformation growth plan. Besides that he's our Employee Experience expert and king in developing innovative business models.

Jules Prick

Jules will give you insights about the maturity of your organisation so you understand where you're at, and where you can go. He's great on stage and can answer any question.

Marieke Maas

Marieke believes a positive attitude and good intentions could save the world! So she applies them when untangling the complexity of human behaviour (mainly on a strategic level and seemingly conflicting interests) and solving it through design. Jolly and happy is her best description!

Hidde Burgmans

Hidde knows better than anyone what is needed to create an ultimate experience. His strategic mindset and hands-on attitude will help you concretise all your digital products.