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Bang&Olufsen: Enhanced Customer Journey

  • Writer: Åsa Andersson
    Åsa Andersson
  • Nov 5, 2025
  • 1 min read

What: Global Consultancy Experience at Publicis Sapient Asa served as the Global Experience Director & Head of Experience at Publicis Sapient, a global consultancy with 40,000 employees. She led significant transformation projects with an experience team of 25+, working with top brands like Pandora, Bang & Olufsen, Tetra Pak, H&M, and Volvo.


Case Study: Bang & Olufsen


Key Actions and Timeline:

  • 8 Weeks: Developed an end-to-end working prototype.

  • 6 Weeks: Created an immersive experience book.

  • 10 Weeks: Completed component-led designs.

  • 4 Months: Successfully released an interim launch.

  • Final Launch: New online experience launched a day ahead of schedule.


Roles and Responsibilities:

  • Led the experience team in a consultancy setting, focusing on CX, service design, and UX.

  • Established growth opportunities for the entire Customer Journey.

  • Conducted UX and experience optimization through A/B testing.


Program Components:

  • Alignment of Business Goals

  • Deep Dive Qualitative Research: Gained customer insights.

  • Segmentation & Persona Alignment

  • Collaborative Design Thinking Workshops: Identified pain points and opportunities in the customer journey.

  • Opportunity Identification: Mapped crucial customer moments.

  • Opportunity Prioritization: Prioritized based on impact.

  • UX & UI Design

  • Experience Optimization: Implemented A/B testing for continuous improvement.


Results:

  • Rapid prototyping and design led to a timely and effective launch.

  • Enhanced customer journey through meticulous CX, service design, and UX strategies.


For More Information: To identify customer goals and drive real impact towards your business objectives, contact Asa at asa@theoutcomestore.com.


Company Background: Bang & Olufsen is a high-end consumer electronics company known for its luxury audio products.


Åsa’s Role: CX Consultant and Global Experience Director at Publicis Sapient.



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