The Challenge

The task was to shift perceptions of climate control from hardware with settings to a joined‑up comfort service. Success meant making it easy to choose, set up and use, with clear benefits for different homes and habits.

We applied a CX‑centred strategy across the journey, from discovery to long‑term use.

Personalised comfort solutions. Offers and settings adapt to each household’s preferences and routines so the system feels tuned to the person, not the other way round.

User‑centred interfaces. Mobile and in‑product controls were simplified with plain language, fewer steps and clear states, so adjustments are quick and confidence grows.

Proactive support. Diagnostics, helpful alerts and guided fixes address issues before they become problems, with smooth hand‑offs to installers when needed.

Data‑driven insight. Opt‑in analytics inform improvements to features and content. Privacy and control are designed in, with clear choices for customers.

The Climate Assistant is the cornerstone of the experience. It learns from opted‑in preferences and context, then recommends or applies settings for temperature, humidity and airflow within safe, efficient limits. People can accept, adjust or turn guidance off at any time. Over time, the assistant reduces routine tweaks and helps each home reach its preferred comfort zone faster.

The work spanned product design, software, content and service operations. Cross‑functional teams updated device and app interfaces, aligned terminology across channels, and equipped support with new tools and playbooks. Component libraries and patterns kept delivery consistent, while training and guides helped partners and installers bring the experience to life in customers’ homes.

Daikin Europe's focus on improving customer experience led to strong results:

• Higher Customer Satisfaction: Customers felt more satisfied thanks to the easier controls and personalized comfort options Daikin Europe provided.
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  Stronger Brand Loyalty: This personal approach helped build real connections with customers, leading to more repeat purchases.
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  Positive Word of Mouth: Happy customers shared their good experiences with others, bringing in new interest and trust.
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  Business Growth: These efforts helped increase sales, expand market share, and strengthen Daikin Europe’s position in the industry.

Daikin Europe's story shows how improving customer experience can transform even long-established industries. By putting customers first and adding innovation through solutions like the Climate Assistant, Daikin Europe not only improved its products but also set a new standard for comfort and simplicity. In today’s world, where smooth interactions matter most, Daikin Europe’s customer-first approach proves how powerful real customer focus can be for a business.