Futurelab
Futurelab is a Munich-based European CX consulting firm that provides customer experience strategy, NPS/VoC advisory, customer journey mapping, and CX implementation services to large multinational enterprises across automotive, telecom, banking, insurance, and retail, operating as the innovation hub of infinit.cx GmbH.
- Company typePrivate
- Founded2004
- HeadquartersTervuren, Belgium
- Headcount11–50
- GTM typeB2B
- OfferingServices
What Futurelab does
Futurelab is a European management consultancy that advises large multinational organizations on Customer Experience (CX) strategy, research, and implementation. The firm positions itself around customer centricity, Voice of the Customer (VoC), Net Promoter Score (NPS) design and deployment, customer journey mapping, and the transformation of contact centers from cost centers into 'Customer Value Centers'. Futurelab's capability rests on proprietary frameworks — including a Customer Experience Maturity Assessment, the Virtuous Value Cycle (VVC) for VoC, certified NPS practitioner methodology, and an AI Compass for CX advisory — rather than on any software product.
The firm operates as the think-tank and innovation hub of infinit.cx GmbH (a Munich-registered German GmbH, HRB 208877, located at Ganghoferstrasse 66e, Munich), combining 20 years of Futurelab CX research and advisory practice with 40+ years of infinit.cx CX technology implementation experience. Service lines include CX strategy and advisory, CX implementation support, primary research reports and whitepapers, and a managed-service offering ('Net Promoter as a Service') where Futurelab operates the entire VoC programme on behalf of clients. The firm does not sell software and has no public API, SDK, or mobile application.
Commercially, Futurelab runs a sales-led enterprise field-sales motion with custom-quoted, multi-year engagements initiated via website contact form, email, LinkedIn, and direct outreach. Pricing is not disclosed publicly; engagements are sized by scope, duration (e.g., 2–4 weeks for CX maturity assessment, 1 week for AI Compass), and team requirement. Customers are predominantly large European multinationals across automotive (VW, Mercedes, Audi, Toyota), telecommunications (Vodafone, T-Systems/Austria Telekom), banking and insurance (Deutsche Bank, Swiss Re, ERGO), retail (IKEA, Weber), energy (Shell), F&B (Heineken), and electronics (Philips). Headcount is listed at 11–50, with project-based resourcing (five consultants assigned to a major multi-year transformation). Futurelab is privately held, with no institutional investors, funding rounds, or public listing disclosed.
Futurelab firmographics
Firmographics- Name
- Futurelab
- Legal name
- infinit.cx GmbH
- Website
- https://futurelab.net
- Company type
- Private
- Founded year
- 2004
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- Futurelab is a Munich-based European CX consulting firm that provides customer experience strategy, NPS/VoC advisory, customer journey mapping, and CX implementation services to large multinational enterprises across automotive, telecom, banking, insurance, and retail, operating as the innovation hub of infinit.cx GmbH.
- Ownership category
- akta.pro rank
Futurelab industry classification
Industry- Product category
- Customer Experience Consulting
- NAICS
- Management Consulting Services (54161), Other Management Consulting Services (541618), Marketing Consulting Services (541613)
- SIC
- Services-Management Consulting Services (8742)
- akta.pro primary industry
- Customer Experience (CX) & Digital Experience (BPAHAEAC)
- akta.pro secondary industries
- Strategy & Corporate Development Consulting (BPAHACAA), Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK)
Keywords
Where Futurelab is headquartered
LocationHeadquarters
- HQ city
- Tervuren
- HQ country
- Belgium
- HQ region
- Europe
Offices9 records
Markets served
Futurelab business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Marketing or Sales, Technology or R&D, Others
Revenue model
- CX Strategy and Advisory Consulting: Core consulting engagements providing CX strategy development, customer journey mapping, CX maturity assessments, and advisory services. Delivered through workshops, ideation sprints, and structured advisory programmes. Revenue is project-based and engagement-specific.
- CX Implementation Services: Implementation of CX programmes including NPS, VoC, contact center transformation, customer lifecycle management, and digital transformation aligned with customer needs. Combines advisory with hands-on implementation support.
- Research and Publications: Primary research reports, whitepapers, CX maturity frameworks, and operational playbooks produced as part of the think-tank function. May be distributed as premium content or included in client engagements.
- Net Promoter as a Service (Outsourced NPS): A fully outsourced Voice of the Customer / NPS programme offered as a managed service, where Futurelab operates the entire VoC programme on behalf of the client.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Other | Multi-year contract | Custom consulting engagements — no public pricing |
Go-to-market motion2 records
Distribution channels3 records
Marketing channels10 records
Futurelab product offering
Product offeringCore offering
Futurelab is a B2B Customer Experience consulting practice that helps large enterprises build customer-centric organisations through strategy advisory, CX maturity assessments, NPS and Voice of the Customer programme design, customer journey mapping, contact-center transformation, AI strategy (AI Compass), and customer innovation workshops. It also operates an outsourced 'Net Promoter as a Service' managed offering where it runs VoC programmes on behalf of clients. Engagements are delivered as custom consulting projects backed by proprietary frameworks and primary CX research.
Differentiator
Problem solved
Functional benefit
Products and services
- Customer Experience Maturity Assessment
Quantifiable outcome
- 60% higher profitability for businesses implementing Customer Lifecycle Mapping
- +3 more outcomes
Companies that use Futurelab
Customer profileNamed customers20 records
Segments3 records
Ideal customer profiles3 records
Futurelab technology and API
TechnologyTechnology focussed No
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Feature4 records
Futurelab partnerships and signals
Strategic signalPartnerships
Six partnerships are on record, tiered core and minor.
- infinit.cx GroupcoreFuturelab is an operational brand of infinit.cx GmbH, one of Europe's leading CX technology implementation specialists. This is the parent/group relationship providing Futurelab with access to 40+ years of CX implementation experience alongside its own 20 years of research and advisory expertise.
- Loyalty GroupminorPartner in Futurelab's network, specialising in loyalty and customer retention strategies. Recommended to clients requiring loyalty expertise beyond Futurelab's core offerings.
- Futurelab ResearchminorA separate research entity producing CX inspiration papers and primary research that Futurelab uses in client engagements. Marina Natanova leads Futurelab Research and provides research capabilities to Futurelab clients.
- Future PeopleminorPartner in Futurelab's network of CX consultancies, providing additional consulting capacity for client engagements.
- Future CustomerminorPartner in Futurelab's network of CX consultancies, specialising in customer-centricity advisory.
- i-Service InitiativeminorFuturelab is a member of the i-Service Initiative (i-serviceblog.com), an industry community for service and CX professionals.
Scale indicators7 records
Recent moves8 records
Expansion highlights6 records
Futurelab competitors and assessment
Company assessmentDirect peers
- Walker: Walker is a long-established CX advisory and benchmarking firm specializing in CX maturity assessments, NPS programs, and VoC strategy. Like Futurelab, it serves large enterprises with CX strategy and benchmarking work and is one of the closest direct comparables in the boutique CX advisory niche.
- Temkin Group: Temkin Group (now part of Qualtrics) was a pure-play CX research and advisory firm producing influential CX maturity and ROI research. It directly parallels Futurelab's think-tank + advisory positioning as a specialist CX research and strategy firm serving global enterprises.
- Heart of the Customer: Heart of the Customer is a boutique CX consulting firm focused on customer journey mapping, VoC program design, and CX strategy implementation — overlapping closely with Futurelab's CX maturity, journey mapping, and VoC implementation offerings.
Broad incumbents
- McKinsey & Company (Customer Practice): McKinsey's Customer Experience practice competes with Futurelab on enterprise CX strategy and transformation mandates at the very top of the market. While vastly larger and broader, McKinsey increasingly wins the same multinational CX advisory RFPs Futurelab targets.
- BCG (Customer Centricity Practice): BCG's Customer Centricity and Customer Experience practices deliver CX strategy, journey analytics, and transformation at global scale. As a broad incumbent, BCG competes with Futurelab for enterprise CX mandates from the same multinational client base.
- Bain & Company (Customer Strategy Practice): Bain's Customer Strategy & Marketing practice is a long-standing CX advisor with proprietary NPS and Net Promoter System heritage. It competes with Futurelab on CX advisory work for global enterprises and represents a credible alternative for clients seeking a larger firm.
- Accenture (Customer Experience services): Accenture's Customer Experience and marketing services deliver CX strategy, design, and implementation at global enterprise scale. It is a broad incumbent that competes for the same large CX transformation mandates Futurelab pursues, particularly with European multinationals.
- Deloitte Digital: Deloitte Digital combines CX strategy, design, and technology implementation for global enterprises. As a broad incumbent, it competes with Futurelab on end-to-end customer transformation engagements and benefits from cross-sell into audit and consulting relationships.
Emerging players
- Qualtrics XM Institute: Qualtrics XM Institute (incorporating the former Temkin Group) combines CX technology with research, advisory, and benchmarking services. While Futurelab is provider-neutral, Qualtrics increasingly offers the integrated 'advisory + technology' value proposition Futurelab claims via infinit.cx.
Others
- Forsta: Forsta is a CX/VoC technology platform that is part of Futurelab's provider-neutral partner network. Although not a direct competitor, Forsta represents the type of CX technology ecosystem Futurelab plugs into and benefits from, and could plausibly evolve into a more vertically integrated advisory competitor.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights7 records
Customer concentration
Futurelab social profiles
Digital presenceFuturelab financial estimates
Financial estimateRevenue estimate
Valuation estimate
Futurelab leadership team
Management profileNumber of profiles
Profiles7 records
Futurelab funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Futurelab M&A and investment
M&A and investmentM&A
Investments1 record
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Futurelab
What does Futurelab do?
Futurelab is a B2B Customer Experience consulting practice that helps large enterprises build customer-centric organisations through strategy advisory, CX maturity assessments, NPS and Voice of the Customer programme design, customer journey mapping, contact-center transformation, AI strategy (AI Compass), and customer innovation workshops. It also operates an outsourced 'Net Promoter as a Service' managed offering where it runs VoC programmes on behalf of clients. Engagements are delivered as custom consulting projects backed by proprietary frameworks and primary CX research.
Is Futurelab a public or private company?
Futurelab is a private company. It is classified as corporate owned and is currently operating.
When was Futurelab founded?
Futurelab was founded in 2004. It employs 11 to 50 people.
Where is Futurelab based?
Futurelab is headquartered in Tervuren, Belgium, in the Europe region.
How does Futurelab make money?
Four revenue lines are on record. CX Strategy and Advisory Consulting is the primary driver. The others are CX Implementation Services, research and Publications and net Promoter as a Service (Outsourced NPS).
Who are Futurelab's main competitors?
Direct peers on record are Walker, Temkin Group and Heart of the Customer. Broad incumbents are McKinsey & Company (Customer Practice), BCG (Customer Centricity Practice), Bain & Company (Customer Strategy Practice), Accenture (Customer Experience services) and Deloitte Digital. Qualtrics XM Institute is listed as an emerging player. Forsta is listed as an others.
Does Futurelab have an API?
No public API is recorded for Futurelab.
What industry is Futurelab in?
Futurelab's product category is Customer Experience Consulting. Its primary akta.pro industry code is BPAHAEAC, Customer Experience (CX) & Digital Experience, with a secondary code of BPAHACAA, Strategy & Corporate Development Consulting. Its NAICS code is 54161 and its SIC code is 8742.