Zilver is an innovation consultancy. We help you run strategic customer experience projects. We operate on the foundation of empathy based customer insights as well as metric based customer intelligence. We combine brand vision and innovation strategy in a design led approach. This leads to tangible, measurable, implementable solutions as well as long-term growth. Our aim is to improve the relevance of businesses and the lives of their customers, making the most of human talents and resources.

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Customer insights

We turn empathy into action

Innovation hinges on understanding future user needs. Observing what your customers do is not enough. We help you understand why they do it.

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Brand development

We turn vision into value

Vision is essential to innovation. It is the foundation of growth. We build people centric brands rooted in the vision of entrepreneurs, managers, employees and customers.

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Innovation strategy

We turn plans into solutions

When planning your future you need to understand your added value, your customer’s needs, and the context in which you operate. We show you the sweet spot where the three meet.

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Experience design

We turn touch points into meaning

Compelling experiences make a difference. We translate customer goals into orchestrated experiences, across journeys, across channels. And help you measure your impact.

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EBAY | marktplaats


Marktplaats is the famous Dutch classifieds site owned by Ebay inc. In the fall of 2012 the Marktplaats UX team asked us to embark on a journey with them to explore how we could improve their users’ experience along the journey. In parallel, they were looking to generate a shared customer understanding across the different functions of the company, in order to create a more efficient, on brand and customer centric work flow.

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December 3, 2015by zilver

Zilver’s training in customer centricity, service design and design thinking for organizations in transition You know that customer centricity is key for organizations to remain relevant and deliver value. You’ve also understood that service design and design thinking may lead … Read more

November 3, 2015by zilver

Just to keep you updated on what’s going on at Zilver these days. Two new Zilver-forces joined our team: the bright Pieter van Prooijen and the fabulous Linda Buné. We’d also like to welcome a bunch of new clients, including Océ, Rabobank, NRC, … Read more

October 30, 2015by zilver

At Zilver, we guide companies who want to innovate from a customer experience perspective. Recently, we’ve taken a step back to reflect on the creative process we go through with our clients. We believe customer experience design is the answer to truly valuable and … Read more