OgilvyOne, a leading customer engagement agency, in partnership with we are experience, a leading global service design consultancy, is proud to announce the launch of The Customer Lab, a state of the art physical research centre and virtual resource, designed to make game-changing improvements to customer engagement.
The Customer Lab has three key objectives:
- Put customers at the heart of the work – by working with them and observing them, allowing far deeper insight into the way they experience brands
- Develop profound understanding of what customer-first means in design thinking – customer experience is now at the heart of all brand experience from communications through to transaction and service
- Remove barriers and resistance to research, insight and co-creation – embedding customer feedback and experience into the insight and development process going beyond rigid research methodologies
The Customer Lab will enable clients to see how their customers interact with their products and services in real time, allowing them to factor in feedback at all stages of the design process. It will offer training, customer immersion and research for teams and clients which combine best practice in user testing, co-creation and ethnography, to provide the most up to date and compelling customer understanding.
Brian Jensen, managing partner, Innovation, OgilvyOne UK, said: “As technology and competition create greater choice, consumers are no longer willing to be led down a rigid marketing funnel. In an age where customer experience with a brand outweighs what a brand dictates, Customer Lab will excel as it seeks to identify what the customer needs and wants.
“We’ll sit face to face with them and watch, learn and enquire as they engage. Our teams and our clients will see the people whose hearts, minds, attention and loyalty we need to win. In The Customer Lab, we’ll work collaboratively to create the products and services that will really matter for our clients and their customers around the world.”
Chris Averill, chief executive officer, we are experience, said: “The Customer Lab offers our clients the chance to become thought leaders in all aspects of the Customer Experience. Companies and marketers often forego speaking to the customer directly, assuming that a quantitative view of their customer, or past experience of marketing in a specific way, will provide a quick answer.
The Customer Lab will allow us to strip back these assumptions, putting the customer at the heart of the clients business and question every single aspect of the brand experience in order to gain clarity around what the consumer actually wants and needs, whilst confidently mapping out the future engagement strategy.”
The facility is based at OgilvyOne’s office in Canary Wharf with further developments and enhancement planned when the company moves to its new premises in Sea Containers on the South Bank, later this year.