A BUSINESS-FOCUSED CREATIVE MIND,
With more than 20 years’ CX leadership experience in some of the world’s most advanced organizations like Amsterdam Airport Schiphol, Dubai Airports and the biggest Middle East shopping mall developer Majid Al Futtaim, Ruig CX Strategy + Design was founded in 2022.
As a business-focused creative mind I strive for a world where innovation follows empathy, where design is embedded in strategy, where technology is serving needs, where physical is as important as digital and where ideas are as important as creating organizational momentum.
Retail + Shopping malls
Creating the perfect omnichannel journey blending the online and physical world in one coherent customer proposition
Developing innovative impactful retail concepts that enhance the experience
Placemaking, turning anonymous spaces into personal places
Aviation
Customer Experience Strategy, defining the ultimate CX Strategy including implementation plan.
Customer process innovation with Design Thinking workshops, using innovative research and data sources
Development of overall Voice of the customer program to learn, act and measure based on customer insights
Leisure + Entertainment
Development of innovative L + E concepts, boosting overall experience and increase revenue
Pop-up L + E concepts, stretching impact and exploring new ways and locations to engage
Blending L + E with retail and hospitality concepts connecting customer journeys and creating complementary brand value
Loyalty, VIP + Premium
Creating dedicated premium journeys with innovative products and services connecting premium brands with premium customers
Development of Premium spaces and VIP lounges including design requirements and activations
Creation of Loyalty programs that enhance exclusivity and design of unique experiences
Leisure + Entertainment
Development of innovative L + E concepts, boosting overall experience and increase revenue
Pop-up L + E concepts, stretching impact and exploring new ways and locations to engage
Blending L + E with retail and hospitality concepts connecting customer journeys and creating complementary brand value
Loyalty, VIP + Premium
Creating dedicated premium journeys with innovative products and services connecting premium brands with premium customers
Development of Premium spaces and VIP lounges including design requirements and activations
Creation of Loyalty programs that enhance exclusivity and design of unique experiences
CX Strategy
Developing a CX strategy is not an easy task, it involves difficult choices and alignment about the desired customer relationship.
With specific tools and workshops, a CX framework can be developed, the guiding and inspiring principles for a cohesive and winning customer experience.
CX Structure + Employee Experience
How to align the organization to be truly customer obsessed and how to ensure that CX is an integral part of the organization and not an outside department waiting to get involved.
This is where a clear CX structure and a designed Employee Experience are essential.
Voice of the customer
Voice of the customer is the collection of all channels customers use to interact with an organization. Examples are NPS surveys, social media, but also customer interviews and observations.
All this data can be used to manage the customer experience, and to innovate the entire experience ecosystem.
Product + Service innovation
Ideas are not the results here, this is just the beginning of a process that consists of customer research, ideation and design of the concept, business models and business cases.
A layered proposition will boost the overall customer experience, revenue and brand values.
CX Interim Management
Gideon Ruig is available for interim CX leadership positions. Managing CX teams and setting up CX Roadmaps. Developing the CX function within organizations by mixing the right CX content with the right CX processes.
You can also connect for all-new CX opportunities and adventures!
Ruig CX is based in the Amsterdam region, The Netherlands. Working hybrid and with a strong international network including some of the brightest CX minds specialized in strategy, innovation, design and customer research Ruig CX is able to work globally to improve and innovate the customer experience everywhere.
