Marketing & Customer Experience
Marketing and Customer Experience Consulting Firm
Marketing and the customer experience are now at the heart of business performance. Gaining a better understanding of customer behavior, designing innovative offerings, and personalizing interactions and streamlining customer journeys have become key drivers of growth, customer loyalty, and differentiation.
Artificial intelligence is now opening up new opportunities to make better use of data, deepen customer insights, and deliver increasingly personalized and effective experiences.
The success of these transformations also depends on the development of a genuine customer-centric culture within organizations, uniting all teams around a shared vision and a culture of service.
Our Expertise in
Marketing and Customer Experience
Customer Strategy Consulting
- We help companies define their value proposition and customer promise in order to create experiences that are consistent, distinctive, and value-driven.
- We also assist in defining service strategies and developing business development plans, whether the goal is customer acquisition, retention, or strengthening customer relationships.
- Our approach is based on continuously monitoring trends and changes in customer expectations in order to identify new opportunities for innovation and performance, particularly by leveraging the power of data and artificial intelligence.
DESIGN AND MARKETING OF NEW PRODUCTS AND SERVICES
- We support marketing and customer experience teams in designing new service offerings by placing customer usage patterns and expectations at the center of our approach.
- Our approach also aims to improve the customer journey in order to deliver smoother, more consistent, and more distinctive experiences.
- We are involved in every stage of the go-to-market process, from prototyping and agile development to the operational rollout of offerings. Finally, our work is supported by qualitative and quantitative feedback mechanisms that allow us to gauge expectations, test concepts, and continuously refine our offerings.
MARKETING AND SALES EFFECTIVENESS
- We help companies improve their marketing and sales effectiveness through better customer segmentation and more effective use of customer insights.
- Our efforts are focused, in particular, on leveraging available data to refine scoring, segmentation, and targeting strategies.
- We also help optimize marketing campaigns and conversion funnels by refining processes, marketing tools, CRM systems, and performance management mechanisms to improve sales performance and the effectiveness of our initiatives.
CUSTOMER SERVICE EFFECTIVENESS
- We have proven expertise in optimizing customer service through shared services andoutsourcing, self-service development, and improved request handling—all with the goal of striking the right balance between cost control and customer satisfaction.
- We also focus on improving claims management, the design and implementation of AI use cases, as well as managing the customer experience andcustomer feedback mechanisms in order to sustainably improve organizations’ customer relationship performance
CUSTOMER-CENTERED TRANSFORMATION CONSULTING
- We help companies transform their marketing and customer relationship organizations to ensure that the customer remains at the heart of their business activities and operations in the long term.
- Our efforts also focus on developing a customer-centric culture, the professional development of teams, and the transformation of business functions to support evolving practices, skills, and organizational structures.
Our Consulting Approach
At iQo, what sets us apart is, above all, our in-depth understanding of our clients’ business lines, challenges, and industries, which enables us to design approaches tailored to their operational realities and transformation goals.
We rely on proprietary methodologies such as Dream Plan Design or CX ID to structure pragmatic approaches focused on value creation and the customer experience.
Data plays a central role in our approaches to improving customer insight, driving performance, and identifying new avenues for personalization and efficiency—particularly through the use of artificial intelligence.
Finally, we pay particular attention to organizational transformation and supporting people through change, focusing on customer-centric culture, the evolution of roles, and team buy-in to ensure that these transformations become a lasting part of our practices.
40+
Consultants on our teams address our clients' marketing and customer experience challenges.
30%
Fewer incoming customer service inquiries thanks to the optimization of customer journeys and self-service options.
20%
customer loyalty through personalized customer experiences.
40%
additional employee engagement at highly customer-focused companies
Our latest white papers
—available for download
TRANSFORMING CUSTOMER RELATIONS ORGANIZATIONS IN THE INSURANCE INDUSTRY
To identify and understand the strategic choices made by market players and their impact on operational models for remote customer relationships, iQo and Alian conducted a study of 10 leading players in the health, personal protection, savings, and property and casualty insurance markets…
IA AT THE SERVICE OF CUSTOMER RELATIONS
We conducted an in-depth study to address the key questions that Customer Experience and Customer Relations Directors are asking.
Success stories
—carried out by our teams of experts in marketing and customer experience.
Optimizing lead management for a major energy company
In response to strong growth challenges, an initiative was launched to optimize the transformation tunnel for digital leads.
- Mapping the Stages of the Lead Conversion Funnel
- Identifying Opportunities for Optimization
- Integrating Lead Management into Salesforce
Launch of a collaborative e-commerce platform for an agricultural group
The company's General Management would like to launch a collaborative digital platform to offer customers a new, complementary sales channel, showcasing all the Group's expertise.
- Scoping workshops with employees from all business lines (IT, sales, logistics, HR, communications, etc.) and all Group entities to define business requirements, the project’s impacts, and the rollout plan for the digital platform
- Development of a project scope document that incorporates the platform’s operating principles as defined during the workshops, the projected project timeline, the budget, and the necessary resources
Development of a marketing plan for a leading passenger transport company
The marketing department of this transportation company wants to develop a comprehensive vision to provide context for strategic decisions regarding its various products and promote a shared “Travel” approach.
- Interviews with the carrier’s various executive management teams (marketing, communications, distribution, customer experience, corporate social responsibility, etc.)
- Estimating Growth Potential and Defining Marketing Challenges
- Design and Implementation of a Cross-Functional Marketing Plan
- Alignment with the carrier's roadmaps
- Preparing the Marketing Director’s Presentation to the Executive Committee
Defining the customer experience strategy of a leading pharmaceutical company
In a highly competitive environment, the laboratory wants to offer a differentiated customer experience to its prescribing customers and create a strong attachment to the brand.
- Benchmarking and customer feedback to understand their current experience and expectations
- Listen to employees to gather their perspectives on current indicators and their ideas
- Facilitation of a one-day executive committee workshop to develop their relational footprint metrics for implementation
- Definition of the Customer Experience Goal
Defining a business plan for electric charging stations
In order to diversify its business and expand, an electrical contracting company wants to launch a complete range of electric vehicle charging station solutions.
- Market and Competitive Analysis
- Definition of the Business Model
- Defining the 10-Year Business Plan
- Preparation of an investor presentation
Improved claims management for a major insurance company
To develop the NPS and address regulatory challenges, the Customer Relations Department has launched a major program to identify the target organizations, processes, and tools for claims management (B2B and B2C).
- Assessment of the current state across all business lines (performance analysis and comparison with industry best practices).
- Collaborative development with business units of the target operating models (organization and processes)
- DG Decision Package (Business Case and Roadmap)
Our Publications on
, Marketing, and Customer Experience
How can iQo support you?
iQo is a strategy and transformation consulting firm whose mission is to “unleash collective genius to co-create desirable futures.”
- Our firm offers a unique approach to co-construction with our customers.
- We advocate for the integration of skills and expertise, with a particular focus on AI and Impact at the heart of our approach.
- We offer small, agile teams that are genuinely committed to working alongside you, acting as an extension of your own teams.
- We are "makers" and offer practical, results-oriented solutions tailored to your specific
needs. - We are committed: iQo is a mission-driven company, recognized with Ecovadis Silver and Engagé RSE certifications, and certified to ISO 9001 and 14001 standards.
FAQ - Marketing and Customer Experience Consulting Firm
What is a marketing consulting firm?
A marketing consulting firm helps companies define and transform their marketing strategy. It addresses issues such as positioning, value proposition, segmentation, customer insight, brand strategy, product offering, customer acquisition, and customer loyalty , and transformation of marketing organizations. The goal is to develop a marketing strategy that aligns with the company’s growth and performance objectives.
Why choose iQo as your marketing consulting firm?
Working with a marketing consulting firm allows you to take a step back and assess your strategy, identify new growth opportunities, and adapt your marketing model to changes in the market and customer behavior. A consulting firm can also support the implementation of your strategy, from defining priorities to transforming processes, organizations, and tools.
iQo is a marketing and customer experience consulting firm that helps companies define their strategies and transform their marketing and customer relationship models. Our services include marketing strategy, customer insights, and customer journeys, customer relationships, omnichannel strategies, organizational transformation, and the use of data and AI to enhance the customer experience.
What are the main challenges facing marketing consultants today?
Today, marketing consultants must address several challenges: gaining a better understanding of customers, personalizing interactions, differentiating the offering, controlling acquisition costs, and demonstrating marketing’s contribution to the company’s performance. Digital transformation, data analytics, and the rise of AI also reinforce the need to evolve marketing models.
What is customer experience consulting?
Customer experience consulting helps companies design, improve, and transform the experience they offer their customers. It includes analyzing customer journeys, identifying pain points, designing new journeys, managing customer relationships, implementing omnichannel strategies, personalizing experiences, and measuring performance. Customer experience consulting thus aims to simultaneously improve customer satisfaction and business performance.
As a consulting firm specializing in customer experience, iQo takes a structured approach to understanding customer expectations, identifying pain points, and prioritizing the necessary transformations. Our experts help you link customer experience challenges to the company’s business objectives, turning CX into a powerful driver of customer loyalty, growth, and performance.
How to Develop a Customer Experience Strategy?
A customer experience strategy is based on a clear understanding of customer expectations and needs, relevant segmentation, and a detailed understanding of customer journeys. It must then define improvement priorities, service levels, customer engagement strategies, and metrics for measuring experience performance. The customer experience consulting helps structure this process and translate it into an operational roadmap.
What role does customer insight play in a marketing and customer experience strategy?
Customer insight serves as a common foundation for marketing consulting and customer experience consulting. It enables us to understand the behaviors, expectations, and needs of different segments, and then to tailor the offering, messaging, customer journeys, and interactions accordingly. Analyzing customer data thus allows us to better personalize the experience while improving the effectiveness of marketing and relationship-building investments.
How is AI transforming marketing and the customer experience?
AI is gradually transforming marketing and the customer experience by facilitating data analysis, personalization, content creation, customer insights, and the automation of certain interactions. For a marketing and customer experience consulting firm, however, the challenge lies in integrating these technologies into an overall strategy, taking into account available data, customer journeys, processes, and the organization.
