We design and launch customer-first experiences that help our clients grow and their customers thrive. We design and launch customer-first experiences that help our clients grow and their customers thrive.

Proposition & Customer Experience Labs (PCE) Labs fuses art and science, strategy, and execution to launch customer-first experiences that drive bottom-line impact, increase Net Promoter Scores, and unlock lasting growth. We don’t boil the ocean, leave you with concept art, or focus on agile, digital, or journeys alone. Instead, we bring cross-functional teams together to focus on what matters most, see you through to market results, and use tools that fit your needs and build your team’s capabilities.

What is event thinking?

 

PCE Labs uses "event thinking" to embed customer context into the design process. Event thinking places a powerful focus on customer experience and proposition design and delivery. It not only helps our clients empathize with customer needs, it helps them develop innovative propositions that are most relevant, ensuring business value is created and customers are delighted. PCE Labs reinvents propositions through our PCE Methodology—our propriety approach to proposition innovation. 


Product: thing-centric



Event: customer-centric 



Pivotal customer event characteristics

A pivotal customer event is a window in the customer relationship when the customer has a clear objective and business value that can be either created or lost.

 

Frequent

High-volume; occurs after in market

 

Valuable

Drives business value

 

Critical

High emotional value to customer

What is event thinking?

PCE Labs uses "event thinking" to embed customer context into the design process. Event thinking places a powerful focus on customer experience and proposition design and delivery. It not only helps our clients empathize with customer needs, it helps them develop innovative propositions that are most relevant, ensuring business value is created and customers are delighted. PCE Labs reinvents propositions through our PCE Methodology—our propriety approach to proposition innovation. 

Product: thing-centric

Event: customer-centric 

Pivotal customer event characteristics

A pivotal customer event is a window in the customer relationship when the customer has a clear objective and business value that can be either created or lost.

Frequent

High-volume; occurs after in market

 

Valuable

Drives business value

 

Critical

High emotional value to customer

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Companies are investing in 'customer-centric' transformation but few are seeing sufficient results.


Companies are investing in 'customer-centric' transformation but few are seeing sufficient results.

 

 


Source: 1 Forrester (2015), 2 A.T. Kearney Survey of 100 global companies 


How PCE Labs can help

PCE Labs is consulting—done differently. We are a dedicated and experienced team of entrepreneurs, customer scientists, and practitioners in the art and science of PCE innovation. We work across B2B and B2C industries and have helped our clients achieve millions in bottom-line impact, experience double-digit Net Promoter Score uplift, and save millions of customer-centric investment dollars using the PCE approach. Our experience spans markets and industries—including yours.

We help you focus on the pivotal events that matter, inject capabilities, and guide agility. Issues we help solve include:

  • How will we grow?
  • How can we become more customer centric?
  • How will we stay relevant?

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