Customer Experience & Design Thinking
Make your customers the heart of your business.

Customer journeys have changed, and so have expectations.
The businesses that grow are the ones that listen, co-create and adapt fast.
Make your customer experience a driver of lasting growth.

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My solutions to transform your customer experience

Where would you like to start?

UNDERSTAND YOUR CUSTOMERS

Making decisions without enough insight from the field? Interviews, observation, UX research: the methods to truly listen to your customers and act with confidence.

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DESIGN THE CUSTOMER EXPERIENCE

Do your customer journeys have friction points? Are your ideas struggling to take off? Customer journey mapping and Design Thinking: the methods to understand what your customers actually experience and to innovate on your products and services, from idea to tested prototype.

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DRIVE CUSTOMER ENGAGEMENT

Your campaigns are running, but do they really engage your customers? Relationship strategy, data, automated campaigns: the methods to reach the right customer at the right moment, in support of your business goals.

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Looking for a specific format?

WORKSHOPS – APPLY IT TO A REAL CASE

Co-creation sessions rooted in your real projects. Your teams do the work, I facilitate, and you leave with concrete deliverables, ready to implement.

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TRAINING – LEARN THE METHODS AND TOOLS

Hands-on training to help your teams become autonomous. We learn by doing, on real cases, with tools you can reuse the very next day to embed a customer-centric culture in your teams. Every participant takes an active part in the change and becomes a champion of the customer experience.

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CONSULTING – EXPERT SUPPORT OVER TIME

I work as a consultant on your projects within my areas of expertise: upstream, as a follow-up to a training course or workshop, or on a specific one-off project.

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A customer-centric, collaborative and results-driven approach

My mission: to turn your teams into active contributors to the customer experience, able to listen, understand and act.
Six “C”s shape every engagement: an approach grounded in empathy, co-creation and Design Thinking, to bring out solutions that are lasting, innovative and concrete.

It all starts with listening.
Through empathy methods and user research (UX research), your teams gain a deep understanding of your customers’ needs, emotions and expectations.
The goal: to make this knowledge a real driver of decisions and performance.

Collaboration and collective intelligence in service of the customer.
Co-creation workshops bring all stakeholders together (marketing, sales, communication, innovation) to design customer-centric solutions as a team.
The result: shared momentum and teams committed to a common vision.

Creativity as a strategic lever.
Techniques drawn from Design Thinking and creative problem-solving help your teams generate original, relevant ideas, directly aligned with customer needs.

Results-oriented engagements.
Every assignment delivers tangible outputs: customer insights, prototypes, action plans or roadmaps you can use straight away.
Ideas become actions, and intentions turn into real progress.

A shift in practices and mindsets.
Training, facilitation and change support combine to build a lasting customer-centric culture.
Because what truly changes is the way people think and act.

Curiosity is the engine of all innovation.
I encourage a culture of experimentation and test-and-learn: your teams observe, test, adjust and keep learning.
That is how lasting, innovative and distinctive customer experiences are born.

The image illustrates the six values of KINGCUSTOMER and Laurence Wilmet’s approach to customer experience: Customer Culture, Collective Intelligence, Creativity, Concrete, Change, and Curiosity

My approach: making empathy and co-creation your strongest levers for innovation.

What my clients say

  • The rise of mobile money in Morocco is a major challenge for an operator like Orange. We greatly appreciated KINGCUSTOMER’s support in helping us better understand its story for our market and its place in our operations. Laurence combined listening skills, expertise and innovative methodologies to support our cross-functional teams. I highly recommend KINGCUSTOMER’s work.
    Jean-François Arnod
    Chief Commercial Officer, Orange Maroc
  • Laurence’s experience helped us define our priorities and refine our objectives. We particularly appreciated her ability to quickly grasp our needs and understand what was at stake. Laurence had a real knack for listening to each and every one of us, helping us write our story: past, present and future.
    Céline Masset and Pascal Hologne
    Directors, BRIFF
  • I particularly appreciated the methodology, which adapted perfectly to remote work. I was also struck by her deep expertise and her ability to structure the approach and frame each session, a sign of long and varied experience that enriched the assignment.
    High-quality professional work that I recommend without hesitation.
    Nawal Gharmili Sefrioui
    General Director, Orange Money Maroc
  • Thanks to Laurence’s attentive listening and experience, we were able to identify, summarise, prioritise and clearly set out the needs of our organisation. The quality of the working method allowed us to approach the development of our project calmly and efficiently, in a warm working atmosphere. A very fruitful collaboration, for which we sincerely thank Laurence.
    Mathilde Brunet
    Coordinator, Agence Belge du Court Métrage
Actito
SWCS
Centre de compétence Forem Business
Orange Money
Agence Belge du Court Métrage
BSFF
Orange Maroc
BRIFF
BRIFF

What if you made your customers the heart of your business?

Training, workshops or consulting: let’s find the right approach together.

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Frequently asked questions

What is customer experience, and why is it strategic?

Customer experience covers every interaction a customer has with a business: before, during and after the purchase. Businesses that invest in customer experience retain customers better, reduce churn and generate more growth than those that focus on the product alone.

What is Design Thinking?

Design Thinking is a human-centred innovation method. It structures problem-solving into five phases to design solutions that truly meet users’ needs: empathise, define, ideate, prototype and test. It is a collaborative, iterative and action-oriented approach.

What is the difference between a workshop and a training course?

A training course gives you the methods and tools to build your skills and act independently. A workshop lets you work directly on a real challenge in your organisation and leave with deliverables ready to implement.

How do you build a customer-centric culture?

A customer-centric culture cannot be imposed; it has to be built. It takes upskilling your teams, shared tools to understand and listen to customers, and processes that bring the voice of the customer into every decision. It is a long-term effort that often starts with a workshop or a training course.

Where should you start to improve your customer experience?

The best starting point is always the customer. Before looking for solutions, take the time to understand what they experience, feel and truly expect. A customer journey mapping workshop or a UX research approach is often the most effective first step.