Free KALEPA Library

This programme helps you to structurally integrate customer-driven ways of working. Using a step-by-step approach, we guide you and your organization through this transition, so that you not only learn what works, but also put it into practice immediately.

Discover how to turn ambition into action with our proven KALEPA methodology. This brochure shows you how to design, prioritize, and implement impactful customer-driven strategies that last.

Curious about how The KALEPA Group can support your transformation? Download this brochure for a clear overview of our coaching, training, and implementation services—tailored to your needs.

The CX Canvas is a roadmap with clear guidelines for all the aspects you need to consider to create a better Customer Experience. The Canvas consists of 10 components divided into three pillars.

This document describes in detail the experience you want to offer your customers. It is not just a slogan, but a guide for all aspects of your business, from marketing to Customer Service.

The Customer Satisfaction Score (CSAT) is a widely used method of measuring how satisfied your customers are. When choosing appropriate indicators, you can use a simple structure based on two axes.

Servitisation enables companies to offer their products and services in combination, leading to a more complete customer experience and new business opportunities. Download the full article with Yves Van Vaerenbergh here!

Managers in customer contact like to claim that customer service contributes to brand value. But then they often opt for digitalisation, automation, self-service, outsourcing and/or offshoring. To what extent should they keep the boardroom and shareholders happy with low costs?