#64 - Building customer experience with Sheila Kesselaers and Tomas De Preter
What does it take to grow a Customer Experience (CX) mindset inside a systems-driven organisation in the construction industry?
In this episode, we visit Reynaers Group HQ to talk with Sheila Kesselaers, Customer Experience Manager at Reynaers Group, and Tomas De Preter, Strategy & Service Designer at Leap Forward. Together, they share an honest, behind-the-scenes look at how CX is built in real life: across departments, disciplines, and organisational boundaries.
Reynaers Group operates in the world of building elements: a technically complex, B2B-driven environment with a broad ecosystem of customers, fabricators, architects, partners, and internal teams. Over the past years, the organisation has been making a deliberate shift, from a primarily digital and marketing-driven approach, toward a more holistic Customer Experience mindset.
In this conversation, we explore how that transition unfolds in practice. Sheila and Tomas reflect on their close collaboration, and on what it takes to align people, teams, and their ambitions.
Their biggest and first challenge? Cross-departmental collaboration on a high visibility project for Reynaers, with Customer Experience on the forefront: Reynaers PreView, a new digital visualisation tool that guides customers from inspiration and selection to configuration all the way to a realistic impression of their new windows, doors and sunrooms.
Tomas adds his fresh outside-in perspective, sharing what it’s like to step into a systems company as a strategy & service designer, and Sheila shares her take on the evolution to CX and the value CX brings at Reynaers Group.
Curious for more?
Visit the website of Reynaers Group
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