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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January 20, 2015by Erik

We were asked by Kerry Bodine (author of Outside-In) and Lisa Lindström (CEO of Doberman) to contribute to The 2015 Customer Experience Outlook. We decided to focus our contribution on designing customer experiences with employees, because that's what we're heavily engaged in at the moment with several clients. Other contributors include Joseph... Read more

November 20, 2014by Erik

We're more than happy to welcome yet another member to our growing Zilver-team: Marit Coehoorn. With a background in user research and customer-centered innovation, she'll be helping us dive even deeper into the needs and motivations of users. We can't wait to get... Read more

by Erik

After six years of work experience in the field of brand activation and innovation strategy, Sanne has decided to join our Zilver-team. His passion is designing meaningful customer experiences, which he'll get to do here at Zilver at full force. We're very excited to have him... Read more