Customer Experience Centers (CECs) serve as catalysts for deepening customer relationships. A customer invited to a CEC gets a first-hand experience of interactive showcases, real-life use cases, and ready-to-use demos. In a CEC, physical space and digital experience design merge. Customers can meet and co-innovate with solution experts and executives across all business areas, fostering close collaboration and exploring tailored offerings.
A top-notch CEC should have adaptable spaces with physical exhibits and multi-sensory digital experiences. It’s got to be user-centric to make the customer part of the guided experience. It needs to handle dynamic content easily so it can be personalized. Creating a smooth experience for both visitors and facilitators is key. Feeling overwhelmed about building your own CEC? Swipe to see how to build an immersive CEC that can connect your customers to your brand.
13 steps to build your CEC
1. Planning & Strategy:
Nail down your goals. Who’s coming—new customers, existing ones, or both? What should they take away from their visit? This informs the content and experiences you’ll offer. Map out user journeys for different personas.
2. Location:
Pick a city that’s convenient for your customers. Got an office with high foot traffic? That’s your spot. Consider the space’s size and adaptability.
3. Vendor Selection:
You’ll need a mix of vendors for a multi-layered experience. Think design agencies for concept and 3D renderings, AV experts for digital experiences, and fabricators for the physical build.
4. Budget
Align your budget with your vendor needs. Don’t skimp on content; without it, your CEC is just an empty room.
5. 3D Modeling:
Create a detailed 3D layout that’s intuitive and interactive. Plan zones for different activities—company overview, global scale, credibility areas, transformation stories, solution pillars, product demos, interactive displays, meeting areas. Factor in materials, furniture, AV gear, and more.
6. Construction:
Build it. Make it accessible, exciting, a mesmerizing experience that’s safe and inviting. Quality materials and finishes elevate the experience.
7. Tech Setup:
Install your AV equipment—touchscreens, VR headsets, sound systems, touch tables, lighting. Ensure the tech can be easily managed by end users and can be managed easily during the visit.
8. Content Creation:
Develop content that’s both engaging and informative. It should be multi-sensory and interactive—think product samples, AR experiences, and videos. Content ideas: Brand video, case studies, overall capabilities, industry solutions. A robust CMS lets you personalize and update this content.
9. Staff Training:
Decide who’s giving the tours and how. Prep them on content updates and tech management.
10. Soft Launch:
Test the waters with a smaller audience. Collect feedback, make tweaks, and get buy-in from sales teams and senior management.
11. Launch & Promo:
Once you’re set, create a webpage for tour bookings. Equip your sales and customer-facing teams with a handbook on the CEC’s benefits and booking process.
12. Maintenance:
Keep the space and content fresh. Your content strategy will evolve based on feedback and visitor data.
13. Iterate:
Always be ready to update and adapt. Keep an eye on feedback and metrics to ensure you’re hitting your goals.
Building a Customer Experience Center (CEC) is no small feat, but the rewards are immense. From deepening customer relationships to showcasing your innovations, a well-executed CEC can be a game-changer for your business. However, the process can be complex, requiring meticulous planning, execution, and ongoing management.
That’s where we come in. Ready to build your CEC?
We offer a comprehensive suite of services to make your vision a reality:
Concept & 3D Renders: Visualize your space before it comes to life.
Content for Your CEC: Engaging, informative material that resonates with your audience.
Creating a Virtual Experience Center (VEC): Extend your reach with a digital twin of your physical space.
End-to-End Ownership with Various Vendors: From planning to launch, we’ve got you covered.