Case Study: a global mobile telecommunications company aligns customer journeys with FutureLab

a global mobile telecommunications company aligns 75-step customer journeys with FutureLab

A global mobile telecommunications company faced inefficiencies from scattered, uncoordinated customer-centricity initiatives across its regional offices. Futurelab was engaged to harness local enthusiasm, facilitate knowledge exchange, and align customer journeys organization-wide.

Futurelab formed a joint unit with the client, first recognizing existing work before co-creating a unified strategy. They facilitated workshops to define a detailed, 75-step customer journey with associated promises and KPIs. Acting as the voice of the customer, Futurelab ensured strategic focus during implementation. The result was an aligned, customer-centric framework that allowed national managers to prioritize locally while Futurelab identified opportunities for collaboration and operational excellence across countries.