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Daikin Europe Transforming the digital b2c customer journey for Daikin

CX design CX strategy Service design Visual design Website development

Elevating comfort experiences: Embark on a journey into the realm of enhanced comfort experiences as we explore Daikin Europe's remarkable transformation, where cutting-edge innovation converges with an unwavering focus on Customer Experience (CX). This case study delves into how Daikin Europe revolutionized its approach, redefining the way customers engage with climate control solutions.

The Challenge

Daikin Europe faced the challenge of reimagining the traditional perception of climate control solutions. The goal was to position their offerings not just as products, but as a seamless and personalized comfort experience.


To address this challenge, Daikin Europe embraced a holistic CX-centric strategy that spanned the entire customer journey. The strategic elements that underpinned this transformation included:

  • Personalized Comfort Solutions: Daikin Europe introduced a range of personalized comfort solutions that adapted to each customer's preferences and needs, transforming traditional products into tailored experiences.
  • User-Centric Interface Design: Collaborating with UX/UI experts, Daikin Europe designed intuitive and user-centric interfaces for their climate control systems. This simplified user interaction, making comfort adjustment effortless.
  • Proactive Customer Support: Recognizing the importance of support, Daikin Europe established a proactive customer support system that offered assistance before customers even realized they needed it. This proactive approach alleviated potential issues and ensured seamless operation.
  • Data-Driven Insights: By harnessing data analytics, Daikin Europe gained deep insights into customer preferences and behaviors. This allowed them to refine their offerings and interactions continuously.

Introducing the Climate Assistant

A cornerstone of Daikin Europe's CX transformation is the innovative Climate Assistant. This revolutionary tool empowers customers with a personalized climate control experience like never before. The Climate Assistant utilizes advanced algorithms to understand individual preferences, adjusting temperature, humidity, and airflow to match each customer's comfort zone.


qualified leads

in the first year


new leads

via the climate assistent


leads won

a 12-16% conversion rate


The CX-driven transformation demanded a comprehensive overhaul of product design, customer support systems, and technology interfaces. Daikin Europe's cross-functional collaboration ensured a seamless integration of CX principles throughout their operations.


Daikin Europe's commitment to enhancing CX generated impactful outcomes:

  1. Elevated Customer Satisfaction: Customers reported heightened satisfaction due to the personalized comfort experiences and user-friendly interfaces provided by Daikin Europe.
  2. Enhanced Brand Loyalty: The personalized approach fostered strong emotional connections, leading to increased brand loyalty and repeat business.
  3. Positive Word-of-Mouth: Delighted customers shared their enhanced comfort experiences, amplifying positive word-of-mouth marketing.
  4. Business Growth: The transformation translated into increased sales, market share growth, and a competitive edge within the industry.

Daikin Europe's journey exemplifies how Customer Experience can reshape even the most traditional industries. By placing customers at the core and infusing innovation into personalized comfort solutions like the Climate Assistant, Daikin Europe not only redefined its offerings but also established a benchmark for elevating comfort experiences. In a world where seamless interactions define customer loyalty, Daikin Europe's CX-focused transformation stands as an inspiring testament to the remarkable potential that emerges when customer-centricity drives every facet of a business

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Philip Kok (CEO)


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