Rethink the client experience and services while pampering key clients.

Dalkia wants to reinforce its service offer with major clients, especially to strengthen their energy policy.

The project featured two challenges:

Spot and formalise service ideas that bring added value to the main types of Dalkia users (social housing providers, local governments, hospitals, etc.), and offer drivers to boost the quality of client relationships. The project had to integrate all possible channels in the relationship.


Deliver an experience of attentiveness and customised innovation for a set of clients.

Aktan supported the project from A to Z, from the exploration of uses to the transfer to development, including a co-design workshop with Dalkia’s key clients and tests with other users.