Stefan Kolle is the co-founder, Managing Director and Chairman of the Board of Futurelab, a company that helps businesses improve their marketplace through meaningful innovation in customer experience. On today’s show, Stefan shares a few case studies and we discuss customer centricity and customer experience. Key points include: 02:19: Assessing the state of customer experience 05:18: Voice of the customer exercises 09:18: The changes Futurelab has helped companies make 20:23: The growth of Futurelab You can connect with Stefan on LinkedIn and learn more about his company at  www.futurelab.net. Unleashed is produced by Umbrex, which has a mission of connecting independent management consultants with one another, creating opportunities for members to meet, build relationships, and share lessons learned. Learn more at: www.umbrex.com.