Context

A global anti-virus tech company already surpassing category growth was looking to build customer centricity as a core skill and value to win with customers in the long-term. To relentlessly protect what matters most to their customers.

PROCESS

Pensaar Design carried out an in-depth qualitative research with individuals across various levels of leadership within the company and global customers. We then synthesised our finding & co-created the Customer Obsession Framework with the company’s leadership. We then created learning material, trained and helped selected ambassadors of change apply Customer Obsession on priority projects. We are now scaling our efforts and helping build capability within the organisation

CONTEXTUAL INQUIRIES WITH EMPLOYEES

Deep-ended research to understand employee mindsets, behaviours and current practices. We did in-person interactions with most locations and a few phone interviews with remote employees. We used this information to then synthesise current mindsets

CONTEXTUAL INQUIRIES WITH customers

Deep-ended research discussions & observation of how customers use technology. Understood attitudes, mindsets, behaviours and current practices through a series of exercises, conversation and observations. All the while we were looking for cultural contexts & nuances that influenced customers.

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