Transformation program for Proximus

Design thinking transformation program for Proximus, first telco in Belgium.


Fostering innovation capabilities.

Proximus, the number-one telecom operator in Belgium, invited Board of Innovation to create a Design Thinking community of practice within the organization.

The aim: to foster innovation capabilities and to transform Proximus, on an organizational level, into a champion of customer centricity.

Sound familiar? We can help.


Coaching Proximus employees to apply a Design Thinking way of working.

At Proximus, we’re leading a company-wide design thinking transformation program. Together with an internal change team, we are remodeling the current way of working to ensure customer-centric excellence. We are training the entire company with a no-nonsense learning-by-doing approach.

Today, we are in the process of training Proximus employees at various levels within the organization. Aside from the design thinking tools (i.e. gathered in a Proximus tailored design thinking playbook) and structured methodology, we also coach them intensely throughout four different pilot projects.

After a pilot phase, we scaled up the training program by applying a “train the trainer” approach: we train motivated Proximus employees to become certified design thinking coaches. The project governance, performance model, and C-level strategy are also taken into consideration to deliver customer excellence and to ensure the maximum impact of the program. 


Crucial customer insights gathered through extensive customer interaction.

Our impact on Proximus organization is being drawn by:

1. Inspiring hundreds of Proximus employees from all departments to put customer needs and desires first.

2. Fostering cross silo’s collaboration, and bridging the knowledge flow between tech, marketing, and sales centers. We established multidisciplinary core teams and applied a human-centered approach.

3. Empowering employees to innovate by themselves, with newly acquired capabilities and innovation tools.

4. Creating a vision and a roadmap for implementation. A vision for the program was co-created, with a precise roadmap for the 2018 program, which will see additional teams join the design thinking transformation program.

Similar challenge? Let's talk!

Inspired by this case and interested in setting up a similar collaboration?
Get in contact with one of our experts!

Share this case

Share on linkedin
Share on facebook
Share on whatsapp
Share on email

Other cases

Building an innovation culture with Cigna Health Insurance

We partnered with leading health services provider Cigna to build an internal innovation capability geared towards solving business-critical challenges in local markets around the world.

Engie: 3 new ventures & an invigorated innovation strategy

From innovation strategy to corporate accelerators: 360° innovation support for Engie.

An airtight business model for self-diagnosis app Caidr

Healthcare company Clinova asked us to challenge their business model and think like potential investors ahead of the launch of their symptom-checker app, Caidr.

New concepts for the Chinese market with Danone

How we helped Danone create 8 food and beverage concepts for the Chinese market while training staff in practical business design methodologies.

Business Model Transformation in Healthcare

We partnered with a Fortune 500 healthcare organization to transform them into a value-based organization with a new digital business model.

New product launches with Colgate-Palmolive

10 teams exercised our business design process to drive new product launches

How KLM developed 3 disruptive digital concepts

Facilitating the KLM’s Disruptive Field Day.

Digital innovation strategy for Roche

We developed a digital health strategy and identified multiple growth opportunities based on changing patient needs and the rise of new technologies.

Building internal capabilities for ING

Innovation transformation program, train-the-trainer tracks, and corporate accelerators: tailored initiatives to keep ING an innovation-driven company.

Redesigning the pension journey for AXA

How our co-creation program with bank and insurance provider AXA helped improve the pension sales process for brokers and redesign the customer journey.

32 new business models for Valmet

Securing new profitable innovation growth whilst developing an intrapreneurial innovation culture and mindset.

Successful solutions for Blue Box Partners’ clients

Helping Blue Box Partners collaborate with customers to co-design Amazon certified Frustration-Free Packaging solutions.

Revolutionizing baggage handling at airports with Vanderlande

Corporate startup coaching, from ideation to RedDot Design Award: Board of Innovation for Vanderlande.

2 business concepts funded by Unilin

A story of intrapreneurship, talent management, innovation, and technology.

Launching 2 new ventures with ING

Discover how we built 2 new ventures with ING during a changing banking climate.

The future of mobility and the opportunities for Toyota

Together with Toyota's foresight team, Board of Innovation documented and predicted the shifts that could impact the European automotive market going forward.

100+ Total executives trained in Design Thinking

Hands-on training in design thinking for management and talents in Total.

Social change: HIV prevention in Myanmar

Scaling up and achieving sustainability of high-quality HIV prevention and treatment services in Myanmar.

An actionable innovation strategy for SOS Children’s Villages

We enabled the NGO to co-develop an innovation framework, re-map ongoing projects, and align innovation efforts internationally.

Building an innovation culture within Thomson Reuters

How-to-startup coaching for global intrapreneurs in Thomson Reuters.

Crafting new packaging solutions for ABInBev

Ideation brainstorms and co-creation workshops for ABInBev.

Designing and testing 7 products in 7 months

We partnered with Almarai on the development of an accelerated innovation process, resulting in the launch of new food and beverage ideas.

Shaping and executing a multi-year Growth Strategy

Sappi, a leading global provider of sustainable woodfibre products and solutions, engaged with Board of Innovation in a strategic multi-year partnership.

Bringing a successful product concept to market with O-I

A journey from sticky notes to rapid prototyping, to real-world innovation.

Industry specific experience

Let’s book a call to find out how we helped organizations like yours. We’ll give you detailed information about our industry specific experience.

Let's get in touch!

Dont worry, we aren’t going to spam you with emails or call you a thousand times. After you fill in this form, one of our experts will reach out and talk to you.