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.

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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.

Something else in mind?

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

Who likes standard anyway?

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.

A selection from our CX Transformation projects.

13% increase in customer satisfaction through customer-centric approaches

Putting the customer at the heart of the biggest Dutch health insurer to boost customer satisfaction and improve their services.

Building Service Design capabilities at an international bank

Creating and teaching a new set of methodologies, tools and canvases that ING employees will use across the globe.

Meet some of our Transformation experts.

Robbert-Jan van Oeveren

Our partner enjoys making Koos the funniest place to work and solving exciting challenges while driving positive impact and innovative business models.

Jules Prick

Pou partner will give you insights about the maturity of your organisation so you understand where you're at, and where you can go.

Marieke Maas

Our Business Developer expert in the field of service design and CX management who believes a positive attitude can save the world.

Hidde Burgmans

Our partner is on the quest to find out how best to combine the beautiful fields of Service and UX design to create products people love to use.