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Global digital and omnichannel customer experience company headquartered in Spain with revenues of 17.4 million euros. An ever-expanding company for the previous 15 years built upon the basis of a self-management culture faces challenges to scale up: entry into the US market, diversification of clients, unification of the value proposition, long term loyalty of employees.
Bibliographic citation: PINHEIRO SAURIN, L., PRATS, M. J. (2022). Findasense. Scaling Up Meaningful CX. IESE, E-227-E.
Date: 01/06/2022
Author(s): Lucas Pinheiro Saurin; Mª Julia Prats
Document type: Case
Department: Entrepreneurship
Languages: English
Year of the events: 2007
Geographic area: Global
Learning objective The case is designed for MBA and executive education courses and sessions about growth strategies and scale-up. It also allows participants to discuss features of professional service firms. The case is also relevant for those interested in innovative services of digital marketing and omnichannel customer experience. Organizational culture and structure can also be debated.