TAILORED

CUSTOMER EXPERIENCE CONSULTING:
Expertise when you need it, and change management.

A project to scope, a deliverable to build, a team to equip on the ground? Or a customer culture to evolve, a leadership team to bring on board, new habits to embed for good? My customer experience consulting covers both levels. We define the scope together, from operational work to strategic steering, so you can move forward concretely and at your own pace.

Types of services – How I work

Customer experience consulting: Laurence Wilmet coaching a team
  • Diagnose & scope:
    Analyse the current situation, establish the right findings, define a project’s scope before launching it.
  • Design & structure:
    Define the strategy and build concrete deliverables: customer journeys, relationship strategy, tool or requirements specifications.
  • Facilitate & transfer skills:
    Run working sessions and support the adoption of methods in your teams, for as long as needed.
  • Lead the change:
    Support senior management or the executive committee in defining a customer-centric strategy, and its lasting adoption by the teams.

Areas of expertise – What I work on

Understand your customers

  • UX research
  • User or employee interviews
  • User testing
  • Field observation
  • Synthesis and presentation of actionable insights for your teams

Design the customer experience

  • Customer journey mapping, design and improvement
  • Adoption of Design Thinking tools and practices in your teams
  • Facilitation of ideation sessions and workshops

Drive customer engagement

  • Defining your customer relationship strategy
  • Mapping your data sources
  • Requirements specifications (CRM, campaign tools)
  • Campaign analysis and optimisation
  • Defining key performance indicators

Senior expertise, directly on the ground.

Let’s talk: together, we’ll scope what you need, with no commitment.

Let’s talk about your project

Frequently asked questions

How is this different from a traditional consulting firm?

No junior team, no 80-page report. You work directly with me: 25 years of hands-on experience in marketing, digital and customer experience, including operational roles at Orange, Mobistar and Worldline. Every assignment leads to concrete deliverables.

Will I work with a team, or directly with you?

Directly with me, from the first conversation to delivery. No delegation to junior consultants: the expertise that scopes your project is the same that delivers it. I can also call on other senior consultants to support me when needed.

How long does the consulting last?

It depends on the scope we define together: from a one-off diagnosis to support over several weeks. There is no standard format: the duration adapts to your needs, not the other way round.