Designing a customer experience strategy for Q8 electric’s proposition

As Q8 continues to evolve its electric mobility offering, the company sought to future-proof its Customer Experience (CX) across all touchpoints, from trigger to installation and customer support. Q8 partnered with The House of Marketing to define a sharp, actionable CX strategy for their electric proposition: Public EV charging cards (MSP) and home and office chargers. The goal? To make every interaction intuitive, transparent, and memorable, for both B2C and B2B customers.

The challenge

As the EV landscape rapidly evolves, so does Q8’s electric mobility offering. Like any expanding solution, this brings challenges around scalability, particularly in delivering a consistent, high-quality customer experience across multiple channels and with multiple partners.

With a growing portfolio and ambitious acquisition targets, Q8 needed a clear, unified CX strategy that would allow customer journeys to scale efficiently, without compromising on quality.

We began by mapping the full customer journey across both MSP and home and office chargers services. Through a combination of 30 in-depth customer interviews, internal feedback sessions, survey analysis, observations and expert reviews, we uncovered the key CX drivers of both satisfaction and frustration, tailored to the B2C and B2B contexts. These insights were further enriched by observing real-life installations and mystery shopping key digital flows.

The result was a solid, experience-driven understanding of customer needs and pain points, across every stage of the journey.

With the insights at hand, we facilitated co-creation workshops with key stakeholders to create a CX strategy. Combining business goals and brand principles with customer pains and gains led to five core guiding principles, including details on what they mean and how to use them.

These principles are now the foundation for the CX roadmap: a clear, prioritised set of initiatives designed to improve customer experience at scale. This roadmap, will be implemented by Q8 in the coming months and years in order to improve the Customer Experience.

The roadmap combines ongoing projects, such as website improvements and customer service upgrades, with new CX-driven initiatives, not to be disclosed due to confidentiality.

To ensure long-term impact, we embedded the CX strategy into Q8’s operational reality. We helped define project roles, align cross-functional teams, and connect the strategy to ongoing programs and digital product developments. Initiatives were linked to ownership and feasible timelines, ensuring the CX strategy was not just a document, but a living part of how Q8 executes projects.

This project laid the groundwork for a consistent, human, and future-ready customer experience across Q8 electric’s offering. By anchoring CX in real customer needs and aligning it with business strategy, Q8 is now equipped to deliver seamless journeys, from first discovery to daily use. 

More than a roadmap, this CX strategy has become a mindset, shaping how teams think, work, and connect with their customers every day. With implementation now in full motion, Q8 is ready to turn customer experience into a true competitive advantage in the electric mobility space.