Case
From strategy to execution: delivering a consumer-centric customer experience solution
Based on iterative journey mapping, VW co-created 11 new service concepts, which have been live-tested and optimised in Volkswagen’s home concept store.
The challenge
Volkswagen Poland wanted to turn first impressions into lasting relationships. By creating more meaningful early interactions, they aimed to strengthen the emotional connection with potential buyers and build loyalty from the very beginning. In a market where products were becoming increasingly alike, they recognised that customer experience could be the different that truly matters.
The solution
We built an end-to-end customer experience programme grounded in the voice of the consumer. By combining existing insights, customer interviews and utilising a dedicated online research community on our proprietary Square platform, we identified the ten core needs shaping the buyer journey.
Together with Volkswagen stakeholders and our creator community, we co-created, tested and refined new CX concepts, resulting in 11 validated solutions ready for activation across the organisation.
The impact
The concepts were brought to life and tested in Volkswagen’s Warsaw concept store, enabling rapid learning in a real-world sales environment. Through continuous testing, optimisation and consumer feedback, Volkswagen embedded a test-and-learn culture that strengthened customer-centric decision-making and scale customer experience capabilities across the organisation.
“Human8 brings fresh air into stiff structures, both mentally and at an organisational level. They enable you to smash down silos in your organisation. They pinpoint what’s key and sift away what’s just glitter.”
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