Case Study: Belgian mobile operator achieves optimized customer interactions with FutureLab

Belgian mobile operator builds a 3-year e-strategy with FutureLab

The Belgian mobile operator faced a challenge in optimizing its customer interactions across virtual channels due to a lack of formal coordination within its marketing department and the wider company. The vendor FutureLab was engaged to address this need.

FutureLab implemented a comprehensive e-strategy program that involved mapping all customer interactions and building a reference customer journey. This strategy was embedded into a three-year KPI-driven plan and supported by a new corporate IT architecture. FutureLab project managed each initiative to completion, resulting in the program being fully integrated into the regular workings of the business with responsibilities distributed to relevant departments.