Customer Experience in a Circular Economy

We had seen many circular initiatives launch without success and we wanted to get to the root of the problem. With pressure on firms to become more sustainable, from investors through to customers, the need for a shift towards the Circular Economy is unambiguous. However, how can companies ensure that this new world is one that works for their customers whilst allowing their businesses to thrive, all whilst working to safeguard the planet?

It is our belief that, unless the customer is at front of mind in the design of circular products, the likelihood of them taking on the necessary new behaviours, roles, and relationships towards products and producers is low.

We have engaged with leading organisations in the food and beverage, consumer goods, and retail sectors to gain a wide understanding of the challenges faced. As such, we have been able to gain a huge amount of insight and create tools and thinking that we feel will help organisations navigate their way through this complex landscape.

We hope you will find them useful.

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Meet the experts

Harriet Shelton

Harriet joined Clarasys in 2020, with over 8 years of blended consulting and industry experience where she has used her strengths as a critical thinker and her ability to apply structure to solve a variety of complex business problems. Harriet has a keen interest in customer-centric business improvement and during her time at Clarasys, she has worked across process discovery, customer experience and business architecture. Harriet is a keen outdoor swimmer and is currently trying to visit all 120+ lidos in the UK!

Loïc Le Fouest

Loïc enjoys helping organisations unravel customer journeys, design exceptional customer experiences, and foster a customer-centric mindset and behaviours. With expertise in end-to-end CX transformation, he helps businesses enhance their customer-centric capabilities and make a real difference for their customers. He is a firm believer that unlocking the value of Customer Experience practice is not only necessary to help businesses thrive, it is also the key to accelerating the transition to a circular economy and a more sustainable society. He is passionate about working with other forward-looking leaders and organisations, combining CX and Behavioural Change methodologies to design experiences and business models that engage customers in meeting a new innovation sweet spot, that includes sustainability, and helps us shape a brighter future.

Sam Maguire

Sam is a principal consultant who specialises in sustainability strategy and operating model design across multiple industries. He has particular expertise in sustainable business models and designing organisations to be more circular. Having previously worked for Clarasys for four years he rejoined in May 2021 to lead the development of our internal sustainability strategy and roadmap and the formation of our sustainability proposition. Outside of work Sam enjoys playing sport, cooking and being out on his bike.