Today, in every sector new standardsare turning the customer experience upside down. “Barbarians” are redefining value chains. The line between physical and digital is blurring. Technology is the door to opportunity. And customer behavior is rapidly evolving. What’s more, very often retaining your customers requires reinvention,yet  to do so, you need to know where you’re coming from and have a vision of where you’re going.

Our vantage point


The customer experience is not linear: we have to let go of the internal process/point of contact approach to better understand our customers’ and collaborators’ life situations and tipping points. To change perspectives, we combine the best suited listening, observation and immersion techniques (ethnography, mystery shopping, shopper studies, mirror surveys, etc.). Our research provides a holistic picture of a range or possibilities, yet it is based squarely on ordinary moments of truth and the emotions associated with them.

Because, above all, developing brand loyalty means offering customers a faster and better experience while addressing their needs, their emotions and technology. Whether it’s understanding customer habits or creating new services, we’re with you at all stages of the reinvention process (mapping, trends, design thinking, co-creation, prototyping, etc.)

BVA advantages


Everyday, BVA observes the customer experience in multiple sectors and helps implement transformations in inspiring areas including, but not limited to, retail, banking, insurance, e-health, transportation and hospitality. We help you set benchmarks to innovate customer relations and integrate them withbest practices.