Digital Meets Customer Centricity Bootcamp

Looking to boost your teams’ digital skills and simultaneously also boost the companies customer centricity? This bootcamp gives you hands-on skills and experience with smart tools to leverage the customer experience.

Why organise a Customer Centricity Bootcamp?

In an increasingly digital world, businesses must prioritise customer-centric approaches to stay competitive. Our bootcamp is designed to help you:

Build new capabilities

Accelerate skills development in innovation and digitalisation, essential for modern business success.

Create a common language

Foster effective communication and evaluation of customer centricity initiatives.

Enhance collaboration

Improve teamwork across departments, ensuring seamless cooperation within your organisation.

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Here are some key aspects of our Customer Centricity Bootcamp:

Outside-in trends & inspiration on technology and Customer centricity

A series of keynote speakers will delve into cutting-edge digital trends (artificial intelligence, automation, low / no code, etc.) and trends in customer centricity, ensuring participants are up-to-date with how technology is used in support of improving customer experience. Explore the impact and consequences of these trends on your businesses and discuss how they can be leveraged to create a more customer-centric business approach.

Immersive experience on customer experience

To have real impact, a bespoke “outdoor/outhouse” exercise is organised on customer-focused business practices in alignment with you companies’ products and services, to provide a real-world context.

Immediate application to own business

Use the knowledge and insights learned to improve the customer journey of your own organisation. Teams will learn how to analyse their customer journey, identifying key areas with the potential for meaningful improvement—a test in strategic prioritisation. They will delve into data verification and visualisation, critically evaluating data availability, sources, and relevant metrics. To support this journey, a suite of digital tools (licences included) are at the participants' disposal.

This culminates in creating a dual-purpose output: a strategic blueprint for launching initiative initiatives to improve the customer experience.

Gamification and teamwork

Gamification is integrated into the training program, making the learning process more engaging and motivating for participants. By incorporating elements such as challenges, rewards, and interactive activities, we create a dynamic and immersive experience that drives active participation and collaboration.

Next to that also a fun teambuilding exercise can be incorporated into the program as a break, either more focussed on mindset, technology or teamwork.

Standard program

Objective
Gain an understanding of current digital trends and how they can be leveraged to create a more customer-centric business approach. Each keynote is followed by breakout sessions that are designed to challenge perspective and widen horizons. These interactive sessions will help in identifying opportunities for digital transformation in their own organisations.
We stimulate an ‘opportunity seeking’ mindset and create awareness by looking at outside-in trends and new technologies. We adapt the inspiration material and initiatives to the specific sector and needs of the organisation.
- Breakfast at Fuga
- Introduction by Director
- Introduction by TomLab
- Keynote speakers on ‘Digitalisation’ and break-outs
- Lunch
- Keynote speaker on ‘Customer centricity’ and break-outs
- Guided Tour at Living Tomorrow (2 groups)
- Dinner at location
- On-site hotel accommodation (optional)
Objective
Day two is dedicated to a practical experience with a customer centricity tour at a specific location (e.g. Antwerp Meir), including a workshop. This day is fully focused on learning how gain hands-on insights in a customer journeys, by documenting their touchpoints, and by understand the pains and gains of customers at each touchpoint. For this purpose, a bespoke “outdoor/outhouse” exercise will be designed in alignment with you companies’ products and services, to provide a real-world context for this customer experience exercise.
The day starts by traveling by bus to a specific location. Participants are divided in different groups with different tasks and activities. In the afternoon, this is followed by a workshop in an office center to apply these lessons learned. The participants will be equipped to put the customer at the heart of their innovation strategies, a key competitive advantage. Networking continues over dinner, followed by a restful bus tour back to Vilvoorde. This day emphasises the application of customer centricity in creating memorable experiences.
- Breakfast at FUGA
- Bus trip to a location
- Customer experience tour at location
- Lunch
- Workshop in office center
- 18:30: Dinner at location
- 21.00: Bus tour Vilvoorde
- On-site hotel accommodation (optional)
Objective
The third day is highly interactive, featuring a digital training game that includes team-building activities and intensive training sessions, concluding with a celebration and networking dinner. Participants will be able to learn new digital skills in a collaborative setting, testing and improving their capabilities based on a real use case. This will reinforce learning and improve their ability to implement these digital skills in their work. The intensive training day is an exercise in practical application, focusing on hands-on activities that enhance digital proficiency while addressing a critical customer challenge.
A well-constructed customer journey use case will be the foundation for the day, promoting collaborative and innovative efforts. Participants will form diverse teams, each a microcosm of a corporate ecosystem, with roles representing an agile product team. More than a teamwork exercise, this day is about fostering unity, with each participant offering their distinct insight. The first activity involves a thorough analysis of the customer journey, identifying key areas with the potential for meaningful improvement—a test in strategic prioritisation. Teams will leverage these insights to develop epics, user stories, and tasks, with each member contributing from their unique role perspective. This collaborative effort ensures a cohesive product development process. Innovation hinges on the data that powers it.
Teams will delve into data verification and visualisation, critically evaluating data availability, sources, and relevant metrics—integral to grasping the essence of digital ventures. The day culminates in creating a dual-purpose output: a strategic blueprint for launching an innovative product or service and/or a comprehensive communication strategy. The skills honed during this training are immediately applicable, offering tangible benefits to the participants' professional endeavors. To support this journey, a suite of digital tools is at the participants' disposal, ranging from ChatGPT's conversational intelligence to Mural's visual mapping and the user-friendly design interfaces of Figma and Balsamiq. These tools are not merely supportive but are integral to the creative process.
- Breakfast at FUGA
- 10.00-17.00: Training
- Celebration and network with management, goodie bags
- 20.00: Dinner at Living Tomorrow
- Teambuilding as a break during the day – Walking on fire, VR escape room or creative thinking game (optional)

Who should participate?

The high potentials and future leaders of your company who wants to become ambassadors for innovation and digitalisation within your company.
An ideal innovation bootcamp group consists ideally of minimum 20 participants for a creative and dynamic learning experience.
The participants should ideally be from different departments and parts of the organisation, to have a good cross-pollination of knowledge and experience. Don’t forget the supporting departments such as HR, legal and finance. They are often overlooked but can bring new and interesting insights to the table.

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