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Case studies

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SaaS CX strategy

CX Improvements Driving 20% Lower Churn and $15 Million in Revenue

A global SaaS company facing fierce competition wanted to identify customer pain points and deploy solutions to increase customer satisfaction and reduce customer churn.


Leveraging CX and experience design best practices, we facilitated 10 cross-team working sessions to map the current experience and envision the ideal future state experience.


To validate and refine our client's understanding, we collected feedback from more than 450 customers in phone interviews, online community discussions, and quantitative surveys.


Our collaboration and co-creative approach resulted in more than 150 ideas and 32 prioritized solutions to reduce customer churn.


Deploying an AI-powered experience optimization platform increasing CX team productivity by 60% and boosting revenue growth by 20%

In a competitive and uncertain market, we are helping our clients reduce costs while creating differentiated experiences that attract and retain more customers.


We have partnered with Survey2Connect to offer the most cost-effective experience optimization solution in the market, surpassing the benefits of leading solutions at 40% lower cost.


Survey2Connect built XEBO, the first CX AI assistant, saving CX teams time creating new surveys and producing actionable insights in real time.


Global brands like Visa, BMW, and KPMG turn to Survey2Connect to help them focus on what matters most - quickly understanding and responding to the needs of their customers.


Re-visit a value proposition

Harnessing Market Insights to Elevate a Startup's Value Proposition

A startup focused on disrupting the construction industry in Latin America entered the market during the pandemic with a platform for selling construction materials directly to retailers. Although they achieved rapid growth, they hit a plateau and needed to redefine their value proposition for sustained growth.


To redefine the startup's value proposition, a seven-week project was undertaken. This included internal research, exploratory interviews with stakeholders, and co-creation workshops using Alex Osterwalder's value proposition design framework.


The research aimed to align all stakeholders and identify opportunities for value creation in the market for new audiences. Co-creation workshops were utilized to build upon each other's ideas, fostering a common understanding of direction and the value offered.

Design trainings

Empowering Teams with Tailored Design and Prototyping Training

In today's dynamic business landscape, equipping teams with specialized skills has become paramount. Recognizing this need, we offer dedicated training sessions to professionals within companies, ensuring they are well-versed in the latest design and prototyping methodologies. Our offerings span a range of essential classes, including Service Design, Design Thinking, Design for Sustainability, and Prototyping.


Understanding that each industry has its unique set of challenges and requirements, we don't believe in a one-size-fits-all approach. Our commitment is to tailor the content of each training module to align perfectly with your industry's specific needs. But our support doesn't end at training. As participants navigate the real-world challenges of their respective companies, we stand by them, offering mentoring and coaching to ensure they successfully apply their newly acquired knowledge in tangible, impactful ways.

+1 (425) 223 2456

+966 56 240 2424

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