Customer Centricity – Redefined Together with SIMONA AG

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.
During 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 all over the place, but it 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.