Customer Delight - Varian 2025

Customer Delight starts with being a Human.

We recently facilitated a Customer Delight workshop for the leadership team of a leading medical equipment organization. Through extensive pre-workshop interactions with key stakeholders and participants, we were able to deeply understand their context and the realities they were navigating.

When an organization is already performing well, choosing to engage in a workshop like this is a proactive and forward-looking step. Rather than adopting a conventional, content-heavy approach, we paused to reflect on a more meaningful question:
How can insights and awareness emerge through conversations, not just instructions?

With this in mind, the space was intentionally designed to encourage reflection, dialogue, and the sharing of lived experiences. Because customer delight goes beyond processes, metrics, and policies, it lies in how customers experience the organization consistently over time, across every interaction.