Brand Strategy

Stop Preaching CX. Talk Business.

Tue, 16 Jun 2026 07:03:51 +0200

Why engaging the organisation around CX starts with speaking the language of your internal stakeholders.

Spotlight on Customer Experience 2026

Tue, 16 Jun 2026 07:03:52 +0200

Brands win by turning their promise into experience

Customer experience is no longer just about reducing churn or improving operational performance. As Kantar evidence and thinking have consistently shown. Delivering meaningfully different experiences is one of the most powerful levers for brand growth (Kantar BrandZ Most Valuable Global Brands Study 2026). Experiences shape perceptions, drive preference, and ultimately influence market share. In fact, experiences with brands can contribute up to 75% of brand predisposition, far outweighing the impact of paid media and brands that improve on customer experience are also significantly more likely to grow their market share.

The 2026 edition of Spotlight on Customer Experience reinforces this fundamental truth: brands that do very well in CX are those that succeed in translating a clear, distinctive promise into tangible experiences.

An NPS of 70 isn’t won. It’s earned, every single day.

Tue, 16 Jun 2026 07:03:53 +0200

How three fundamentals shape customer experience at Mobile Vikings.

Most Belgian telcos have an NPS between 0 and 20. Mobile Vikings sits at 70. That gap doesn’t come from a clever campaign or a once-a-year retention push. It comes from a stubborn refusal to treat customer experience as a department — and a relentless focus on making customers feel smart for choosing us.