Customer Centricity Focus
SIMONA AG and H&Z are redefining customer centricity, empowering managers to enhance customer interactions and drive sustainable growth.
Client Challenge
SIMONA wants to sharpen “customer centricity” – but faces challenges: the aim is to develop consistent touchpoint experiences for customers when interacting with SIMONA, to clarify the ownership in different types of customer interactions and to learn through the data that are generated throughout customer journeys. Although the strategic outline is clear, there is potential to uplift mindset to bring it to life company wide.
H&Z Approach
At SIMONA’s Global Management Meeting 2025, H&Z facilitated highly interactive and inspiring interventions designed to spark emotions around the notion of “customer centricity”. Two Applied Improvisation actors and a musician offered spaces and moments for SIMONA managers to joyfully experience customer centricity and enable them to reflect their own behaviours and daily practices.
In the subsequent “customer panel”, H&Z moderated a discussion between three international key customers and SIMONA’s CEO on the Do’s and Don’ts in customer relations. The testimonials created moments of mutual understanding.
In the closing “world café” workshop, H&Z enabled experience sharing between the GMM members around six dimensions of customer centricity: Strategy, Touchpoints, Technology, People, Data, and Performance. The result presentations disclosed “customer centric sweet spots” from across the company, but also surfaced improvement areas and tangible actions—turning reflection into a sentiment of urgency.
Results
SIMONA’s top managers now share a common “mental (customer-centricity) model”, preparing them to integrate and leverage the learnings into their daily practice. Because the GMM participants rated their customer centricity maturity lower than their key customers actually did, we are confident their excellence ambition will drive them – ultimately driving sustainable growth.
“Customer centricity is more than a strategy—it’s a mindset. With H&Z, we’ve succeeded in making this mindset tangible for our global leadership team. The combination of creativity, customer dialogue, and structured reflection has helped us turn a strategic vision into shared conviction. This marks a decisive step in our journey to become a global leading customer-centric thermoplastics provider.”
About SIMONA AG
SIMONA AG is a global leader in thermoplastic solutions, delivering technically advanced, customer-centric materials tailored to the specific needs of industries such as chemicals, semiconductors, water treatment, mobility, and construction. With a strong commitment to innovation and environmental stewardship, SIMONA is continuously expanding its portfolio of sustainable products—developing increasingly eco-efficient materials and striving to offer one of the broadest ranges of sustainable solutions in the industry.
