U-sentric

What U-sentric does

U-sentric is a privately held Belgian consulting firm headquartered in Leuven, founded in 2007 and originating from KU Leuven research. The firm provides customer experience (CX) and patient experience (PX) advisory services through two distinct divisions: u.sentric Business, which serves commercial enterprises, and u.sentric Health, which targets healthcare organizations. Its service portfolio covers customer/patient journey mapping, value stream mapping, co-creation workshops, usability and UX consulting, process optimization, organizational maturity assessments, and strategic CX/PX transformation programs delivered through a structured 5-phase methodology (Align, Deepen, Define, Action Plan, Roll-out). An introductory "Mystery Customer/Patient Journey" assessment workshop is used as a top-of-funnel engagement to scope larger projects.

The company's core intellectual property consists of two proprietary maturity models — the Customer-Centricity Maturity Model and the Patient-Centered Maturity Model — which assess an organization's readiness across the dimensions of leadership, processes, resources, structure, and culture. Supporting methodologies include Customer/Patient Journey Mapping (visual representation to identify bottlenecks), Value Stream Maps (waste and efficiency analysis), and Key Experience Indicators (KEIs), a custom metrics framework. The methodology is research-backed, developed over 16+ years, and is positioned as complementary to existing healthcare accreditations.

U-sentric operates as a boutique consultancy with seven named professionals (including Managing Partner Annita Beysen and Partner Arnaud Dierickx) supplemented by an extended expert network. Revenue is generated through customized professional services engagements with multi-year contract cadences; pricing is not publicly disclosed and each engagement is tailored to scope. The firm maintains offices in Leuven (headquarters) and Portugal (regional operation led by David Geerts as Head of u.sentric Portugal). Its client roster includes UZ Leuven, Johnson & Johnson, Roche, Sanofi, MSD, Elia, Nationale Loterij, Coca-Cola, DAF, JBC, Televic, Niko, Baloise, AG, Kind & Gezin, Medec, and Remedus, among others. The firm also organizes the annual CCO Awards (Customer Experience Officer Awards) in 2023 and 2024 as a thought-leadership platform.

Name

U-sentric

Legal name

u.sentric

Website

https://usentric.eu

Company type

Private

Founded year

2007

Operating status

Operating

Headcount range

1–10 employees

Short description

U-sentric is a Belgian customer and patient experience consultancy (founded 2007, Leuven) that helps healthcare and enterprise clients improve satisfaction through proprietary maturity models, journey mapping, and co-creation workshops.

Ownership category

akta.pro rank

Headquarters

HQ city

Leuven

HQ country

Belgium

HQ region

Europe

Offices2 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Marketing or Sales, Technology or R&D

Revenue model

1. Consulting and Advisory Services: Professional services engagements including customer experience strategy development, process optimization, usability consulting, and organizational transformation. Services are offered as modular components that can be applied separately or as a complete program. Engagement typically follows a 5-phase approach: Align, Deepen, Define, Action Plan, and Roll-out.

Pricing tiers

Go-to-market motion1 record

Distribution channels1 record

Marketing channels4 records

Core offering

U-sentric is a Belgian user experience and design research consultancy founded in 2007, headquartered in Leuven, Belgium. The firm provides customer experience and patient experience consulting through two service lines: U.SENTRIC BUSINESS for commercial clients and U.SENTRIC HEALTH for healthcare organizations. Services include customer journey mapping, mystery customer/patient journey research, co-creation workshops, usability research, and proprietary maturity assessments.

Product overview

U-sentric is a consulting company offering two main service lines: U.SENTRIC HEALTH for healthcare organizations and U.SENTRIC BUSINESS for commercial organizations. Both divisions provide customer/patient-centricity consulting services including journey mapping, maturity assessments using proprietary models, co-creation workshops, process optimization, and strategic transformation programs. The company differentiates through its Customer-Centricity Maturity Model and Patient Centered Maturity Model frameworks, supplemented by Mystery Customer/Patient Journey assessment services. Services are delivered through the U.Team of experienced consultants with origins from KU Leuven and over 16 years of experience in complex organizations.

Differentiator

Problem solved

Functional benefit

Brands

• u.sentric Health: Consulting and services focused on patient experience for healthcare organizations.
• u.sentric Business
• u.team

Products and services

• U.SENTRIC HEALTH Healthcare-focused patient experience and usability consulting service that helps healthcare organizations understand patient journeys and improve care delivery through patient-centered research, mystery patient journey research, and patient journey mapping.
• U.SENTRIC BUSINESS Commercial customer experience consulting service that helps businesses understand and improve their customer experience through customer journey research, mystery customer journey research, usability testing, and customer-centricity assessments.
• Mystery Customer Journey Mystery shopping-style research service in which trained consultants act as customers to evaluate end-to-end customer experience, identifying pain points across touchpoints for commercial clients.
• Mystery Patient Journey Mystery patient-style research service for healthcare organizations in which consultants pose as patients to evaluate the end-to-end care experience and identify improvement opportunities.
• Customer-Centricity Maturity Model Proprietary maturity assessment framework used to benchmark and guide an organization's customer-centric transformation, supported by scientific research at KU Leuven.
• Patient Centered Maturity Model Proprietary maturity assessment framework tailored to healthcare organizations, used to evaluate and advance their patient-centered care practices, grounded in KU Leuven scientific research.
• Co-creation Workshops Facilitated collaborative workshops that bring together stakeholders, end users, and internal teams to co-design customer or patient experience improvements.

Quantifiable outcome

• Improved patient/customer satisfaction scores through journey mapping and process optimization
• +2 more outcomes

Named customers22 records

Segments2 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature5 records

Scale indicators3 records

Recent moves6 records

Expansion highlights4 records

Market position

Competitive moat3 records

Key risks5 records

Key highlights5 records

Customer concentration

• LinkedInlinkedin.com/company/usentric

Revenue estimate

Valuation estimate

Number of profiles

Profiles7 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about U-sentric