Customer centric circular experiences

Purpose

Customer centric circular experiences helps retail and B2C companies use GenAI with digital twins to simulate how customers use, maintain, or return products, relying on evidence rather than assumptions. Its purpose is to generate insights that can support incentives for repair, reuse, and take-back schemes, with the stated goal of helping address Scope 3 emissions that are otherwise difficult to reduce in B2C contexts.

Primary users

The primary user is not specified in the provided information. The agent is described for retail and B2C companies, and the named owner is Pia CHOKSI.

Where it fits (process/stage/trigger)

This agent fits where companies are analyzing sustainable customer journeys and circular experience opportunities, particularly when they need to understand customer behavior around product use, maintenance, returns, repair, reuse, or take-back schemes. The provided information also references a possible follow-up on Katrien's benchmark on sustainable customer journey.

Key capabilities / workflow

The agent can interface with digital twins to simulate user behavior based on evidence rather than assumptions. The workflow centers on analyzing available evidence, simulating how customers interact with products across circular behaviors, validating whether patterns are clear, and producing insights that can inform repair, reuse, or take-back incentives.

Inputs

Inputs are not specified in the provided information. The use case mentions evidence and digital twins as the basis for simulation, but no specific input formats, datasets, systems, or required data fields are provided.

Outputs / Deliverables

Outputs are not specified in the provided information. Based on the stated use case, the agent produces insights that can drive incentives for repair, reuse, or take-back schemes and support actions related to Scope 3 emissions reduction.

Value

The value of Customer centric circular experiences is to help retail and B2C companies move from assumptions to evidence-based understanding of customer circular behaviors. By supporting more targeted repair, reuse, and take-back incentives, it can help address Scope 3 emissions that are described as especially tricky to reduce in B2C environments.