Optimising product lifecycle and maintenance through data analysis

For professionals in data, analytics, martech and customer experience, Digital Velocity is one of the events where developments become tangible. It brings together practitioners, partners and industry leaders to show how they approach AI, real-time data and customer experience in practice.

Special Olympics Netherlands is the national sports organisation for people with an intellectual disability. The organisation is committed to making sport accessible all year round. This gives participants the opportunity to develop their skills, enjoy themselves, and share their achievements with those around them.

Within Eneco’s Data Driven Marketing Chapter (around 60 colleagues), there was a growing need to better embed data-driven ways of working. The ambition was clear: not only data specialists, but also marketers and other teams should be able to perform analyses independently and make well-founded decisions.

When you combine quantitative and qualitative data with the aim of genuinely understanding your customers, you create real value. This approach allows you to identify the actual issues customers face and gain insight into their experiences. By addressing these challenges, you make a lasting impact. To achieve this, you need to develop and optimise experiences that are both evidence-based and human-centred. In this article, we answer the most frequently asked questions about customer experience analytics. Discover what you need to focus on if you truly want to improve the customer experience.

Many organisations invest heavily in attracting new customers, but often forget what truly matters: Do users actually see the value of the product? In this blog, we’ll explain what "first value" is and how to effectively measure this moment. We’ll also give you tips on how to help users experience value. This is the first step towards satisfied customers who integrate your product into their lives.

With Scaling Experimentation Effectively (S.E.E.), you can take your experimentation programme to the next level, or we can help you launch a programme. We listen to your ambitions and scale the quality and/or quantity of your experiments.

Analysing hundreds or thousands of open answers from surveys, interviews or reviews is time-consuming. To better understand those answers, we group them into themes (for example: ease of use, service, delivery or reliability). At Digital Power, we use Large Language Models (LLMs) to quickly categorise high volumes of open answers. Our team built our own secure, transparent tool that lets us see exactly what happens under the hood. But is AI already advanced enough to replace our human researchers?

To improve the liveability of the Woensel-Zuid district in Eindhoven, more than 60 partners joined forces under the name Pact Woensel-Zuid. At the start of the initiative, goals were defined, but translating these into concrete indicators and a monitoring framework to track progress proved challenging. They asked us to develop a monitoring process that provides data-driven insights into the programme’s progress.

Implementing customer journeys in an organisation is a milestone. You celebrate it, share it, and feel the energy. But then comes the real challenge: how do you scale this success across multiple teams and multiple journeys?

When you launch a new feature, you naturally want to know if people actually use it. Makes sense. Yet measuring adoption is less straightforward than it seems. What do we even mean by adoption? And when has someone truly started using your product? In this blog, we walk you through the most common pitfalls when measuring adoption and give you practical tips to measure this metric effectively.

You optimise a form and see that it is completed twice as fast. Great result, right? Until the customer service department is flooded with calls about error messages. In this blog, we show you the biggest pitfalls when choosing metrics and give you practical tips to decide which metrics you should actually focus on.

At energy company Ennatuurlijk, the belief grew that intuition was no longer enough to set the course. The energy market was changing rapidly, the organization was growing, and the amount of information was increasing every day. IT Manager Eric Vanderfeesten went looking for a data partner who could not only provide strategic advice on data-driven work, but could also strengthen his data team operationally. In this interview, he shares his vision, experience and results from working with Digital Power.

Within your organisation, quite a lot of experimenting is already taking place, perhaps even extensively. Yet there is much debate about the resources and time it requires, and the added value is not always clear. Sound familiar? In this article, you’ll discover how to tackle some of the major challenges in getting value from experimentation.

At Ennatuurlijk, we have been working with the Data & Analytics team to deliver on their data strategy. When their Product Owner unexpectedly became unavailable, we were able to step in quickly. What began as a temporary replacement grew into a partnership in which we shaped the organisation’s data-driven ways of working together.

JongPIT is a foundation with a platform for young people with chronic conditions. It allows them to share experiences, organise online activities, and make their voices heard in society. The members and moderators of the foundation are committed to keeping the community active.

Imagine this: you're working from home and everything seems to be going smoothly. Until suddenly, your internet starts acting up. Your emails won't send, Teams doesn't work, and your favourite series keeps buffering. Frustrated, you try to fix the issue yourself using your provider’s website. In this case, KPN. But the self-service tool offered provides no clear solution. You don’t fully understand the instructions, and after several attempts you decide to call. While waiting on hold, you ask yourself: Why is this so complicated? Why can’t I just fix this myself?

Do you regularly adapt your digital product or service, but not sure if it really works? With few visitors and low conversion rates, traditional A/B testing is difficult, but certainly not impossible. In this webinar, you will learn how to validate ideas and gain valuable insights, even with a small sample size.

An innovative start-up in the baby care sector aimed to work in a data-driven way in order to gain valuable insights and enable strategic growth. They engaged our support to help realise this ambition.

Privacy First is committed to protecting citizens' privacy. With the arrival of the new European law EHDS (European Health Data Space), the medical data of all European citizens becomes accessible to governments, Big Tech, Big Pharma and medical researchers.

Ennatuurlijk supplies sustainable heat and cold via heat networks to consumers and businesses. The internal Data & Analytics team is tasked with making the organisation data-driven. In doing so, they ran into a challenge: the many requests for data products within the organisation were difficult to manage and the impact remained limited. The management team therefore asked us to help them develop a data strategy, create a future-proof data landscape and drive a data-driven mindset within the organisation.

Are you tired of guessing what your customers want? When traffic for your website or digital product is low, creating exceptional experiences can feel challenging—but it doesn’t have to be.

citizenM wanted to understand the customer journey and thus increase the conversion rate of the mobile booking flow. They asked us to identify optimisation opportunities through a two-month pressure cooker. The aim here was to solve customer problems. Where in the flow was citizenM losing customers and what adjustments could result in more hotel rooms booked? Our Experience Analytics experts zoomed in on the mobile customer journey using insight-driven optimisation.

Most organisations that offer digital products, experiences, and services conduct experiments, typically to increase conversions. In practice, alongside many other applications, we see the risks you face if you don’t experiment. In this article, you’ll find answers to the most frequently asked questions about experimenting.

Talent Garden provides masterclasses and training programs to students, engaging with them through various online and offline touchpoints. Online interactions include completed contact forms and information requests, while offline touchpoints involve meetings and calls with Talent Garden’s sales team. Throughout the customer journey, from initial contact to final enrollment, Talent Garden collects extensive data*. With a wealth of raw data at their disposal, they sought to improve their enrollment strategy and the effectiveness of their sales team. To achieve this, they asked us to develop a data model that could better predict the likelihood of a new contact eventually becoming a student.

A Perfect Jane is a webshop focused on vegan boots made from apple leather, recognisable by their green sole in the shape of a leaf. The webshop noticed a lot of traffic from marketing activities but felt that these visitors were of low quality, resulting in a low conversion rate. They also perceived a low conversion rate from regular traffic. Additionally, the webshop aimed to reduce the number of returns and increase the average order value. A Perfect Jane enlisted the help of our Customer Experience Analysts for advice.

PACCAR Parts Europe (PPE), a sister company of DAF Trucks, is responsible for supplying truck parts to all DAF Trucks dealers across Europe. To achieve this, PPE operates a sophisticated supply chain network throughout Europe. Currently, PPE is developing a Supply Chain Control Tower—a platform that provides full transparency of all logistical movements from supplier to dealer.

Recent developments in Safari’s web browser, such as Intelligent Tracking Prevention (ITP), have made tracking user behaviour over longer periods more difficult. For Transavia, where the customer journey between booking a flight and the actual departure date can be lengthy, this presented a significant challenge. Without an effective solution, Transavia risked losing crucial customer insights and undermining the effectiveness of their marketing strategies.

citizenM is an innovative hotel chain with city hotels in the luxury segment. The digital customer experience is a key element of the customer journey. For example, hotel guests check in themselves online and can control the equipment in their room with a tablet. To better align the website with hotel guests' offline experience, citizenM wanted to revamp their hotel rooms page. They asked our research team to provide insight into the potential impact of this revamp.

Resto VanHarte brings people who are lonely together by offering them an affordable three-course meal in one of their community restaurants. Not only elderly people often live in isolation; for example, students and single parents also fall within the target group. A campaign aimed at a broad audience received little response. They asked us to investigate why this was the case, with the aim of learning how it can be improved in the future.

Understanding the needs of your target group is crucial for the effective development and optimisation of (online) products and services. Putting yourself in the customer's shoes helps your organisation create a user experience that matches the wishes, needs and emotions of that target group. In this article, you will read more about 3 mapping methods to map out a complete customer journey.

Financial institutions need to process large amounts of documentation. For this particular institution, an internal team facilitates this by, for example, creating summaries using text analysis and natural language processing (NLP). They make these available to the various business units. To conduct audits more efficiently, they wanted to develop a question-and-answer model to get the right information to them faster. When ChatGPT was launched, they asked us to create a proof of concept.

citizenM aims to prevent, reduce, and resolve incidents in its hotels more efficiently. They established an Incident Management Product Team to consolidate scattered initiatives and make the working method scalable and future-proof. They asked us to examine the current process and map the desired situation.

A bank wanted to know whether it was desirable to add a new functionality to their app. This functionality already existed as a separate app from the bank app. Would merging the two apps bring extra value to users? Our researchers explored this via qualitative desirability study.

Digitalisation, digital transformation, start-ups: digital products are being developed all around us. Think of banks that serve users entirely via an app, the entertainment industry that makes content available via an app, and fully digital work processes. One thing is certain: users of a product want to get value from it. Strangely enough, this is often not looked at on a structural basis in practice.

Does your organisation struggle to steer on its KPIs? Or do isolated teams hinder internal collaboration? Mapping offers a powerful solution to these challenges, one that we at Digital Power firmly believe in. Mapping is a strategic tool for visualising situations, whether it's a customer journey such as a purchase process or app usage, or a process like order processing.

You strongly feel that your website or a particular page no longer meets your customer needs or brand identity: time for an update! Will you immediately invest in developing something new or will you first invest in research? In this blog, we explain why research prior to website optimisation can save you a lot of unnecessary costs and problems.

A well-known scenario: when a product or service is renewed, the assumption is made that an improvement has been achieved. Think, for example, of an adjustment to your website, the implementation of a new product feature or the digital transformation of an organisation to work more efficiently. If you really want to test whether the situation is better after the implemented innovation, you will have to start creating hypotheses prior to the change.

Nationale Jeugdraad is an umbrella organisation for 37 Dutch youth organisations. To gain a thorough understanding of youth behavior and opinions, they conducted a survey among a large group of young people. As they did not have the appropriate personnel available themselves, they enlisted our assistance.

Artificial Intelligence seems capable of everything, and sometimes even better and faster than what we can do ourselves. Analysing qualitative data is a time-consuming task, and as researchers, we are curious if it can be done faster and easier. Does AI offer a solution for this? Our researchers investigated.

Consultancy.nl interviewed Team Lead Mieke Kleppe about our new data solution UX Research.

Merlin is the largest digital music licensing partner for independent labels, distributors, and other rightsholders. Merlin’s members represent 15% of the global recorded music market. The company has deals in place with Apple, Facebook, Spotify, YouTube, and 40 other innovative digital platforms around the world for its’ member’s recordings. The Merlin team tracks payments and usage reports from digital partners while ensuring that their members are paid and reported to accurately, efficiently, and consistently.

In the past, all data from companies was stored locally in an on-premise environment. More and more companies are migrating their data infrastructure to the cloud. Cloud computing utilises servers managed and maintained by cloud service providers such as Amazon Web Services, Microsoft Azure, and Google Cloud Platform. In this article, you will read the answers to the questions you may have when considering a migration to the cloud.

In this (Dutch) online masterclass, Youp van der Graaf and Michiel Cassee (WUA) reveal the art of translating user problems into valuable solutions.

An essential part of Otis's business operations is the maintenance of their elevators. To time this effectively and proactively inform customers about the status of their elevator, Otis wanted to implement continuous monitoring. They saw great potential in predictive maintenance and remote maintenance.

Agrico is a cooperative of potato growers. They cultivate potatoes for various purposes such as consumption and planting future crops. These potatoes are exported worldwide through various subsidiaries. All logistical and operational data is stored in their ERP system, Microsoft Dynamics 365. Due to the complexity of this system with its many features, the data is not suitable for direct use in reporting. Agrico asked us to help make their ERP data understandable and develop clear reports.

There are currently a lot of developments surrounding Google Analytics, including user privacy (GDPR) and the sunset of Universal Analytics. For Miele X, the digital branch of Miele, GA4 was also one of the topics on their agenda as part of their bigger plans towards a more privacy-centric and vendor-agnostic way of data collection. They enlisted our help to support them with the transition from Universal Analytics 360 to GA4.

The Municipality of The Hague was seeking a partner to assist them with their web analysis. In doing so, they had a central goal: to investigate the performance of their future new website and identify opportunities for further optimisation. They enlisted our help to establish and execute the process.

A Dutch telecom provider sought to examine and enhance their change management process using Lean Six Sigma. The objective was to maximise successful changes in hardware and software, evaluate risks, inform customers, and conduct assessments. The telco aimed to strengthen operational stability, streamline network and IT maintenance, foster innovation, and optimise service delivery.

KWF is a Dutch charity dedicated to fighting cancer. The organisation was working on the development of a Memoriam Platform. This is a new initiative to create personalised memorial pages for the deceased. On these pages, donations can be made to KWF.

In October 2022 we launched our new website, in a fresh design style. We asked our partner Kaliber to update our branding and website with a design that fits our brand values. After the website went live, we wanted to know if they succeeded at this. Therefore, our own research consultants designed and conducted a research study to evaluate the effectiveness of the new design in conveying our intended brand values and message.

In this video, Jonathan is happy to explain more about our data projects!

One of the largest professional service providers in the Netherlands aims to achieve a comprehensive overview of their customer data. They wanted to build a data warehouse or Customer Data Platform (CDP) for this purpose and asked for our help.

From 1 July 2024, it will no longer be possible to process data in Universal Analytics 360 (hereinafter: UA360). Wehkamp collected data in UA360 and was keen to be prepared in time for the migration. In addition, they wanted to collect at least 1 year of historical data for UA360's sunset. This allowed Wehkamp to compare the data in UA360 and in GA4. A key desire was to migrate the measurements as-is.

A/B testing is a powerful tool for validating the impact of optimisations across a website, app or marketing campaign. In A/B testing, statistics are crucial in determining whether the found results are significant or coincidental.

Valk Exclusief is a chain of 4-star+ hotels with 43 hotels in the Netherlands. The hotel chain wants to offer guests a personal experience, both in the hotel and online.

TM Forum, an alliance of over 850 global companies, engaged our company as a data partner to identify and solve data-related challenges.

Stichting Donateursbelangen aims to strengthen trust between donors and charities. They believe that that trust is based on collecting money honestly, openly, transparently and respectfully. At the same time effectively using the raised donation funds to make an impact. To further this goal, Stichting Donateursbelangen wants to share information about charities with donors through their own search engine.

A job as a Data Analyst at Digital Power: What does this job look like in practice? What skills are required? And what kind of work will you do? Marloes talked to Jasmijn, Customer Experience Specialist, to get an idea. Listen to the Dutch podcast or read it in the article below!

The organisation Doctors of the World offers medical assistance to people in a vulnerable position. They often do not know how to find their way in the Dutch healthcare system. Doctors of the World helps them with this. One of the channels to get informed about the work of Doctors of the World is the website, which will be redesigned.

Dutch citizens living, working or studying abroad must also take care of things like renewing their passports, arranging tax issues and pension with the Dutch government. This can be something of a challenge by being far away from the Netherlands, due to fragmentation of services, time difference and different situations. In a project which lasted from 2018-2022, the Ministry of Foreign Affairs therefore worked together with 12 implementing organisations (e.g. Tax and Customs Administration and RDW) on government-wide access to public services. The service is called Netherlands Worldwide (NWW). NWW is accessible 24/7 on the website, and direct customer contact channels such as telephone, WhatsApp and email.

An interest group for homeowners offers a wide range of content and services on its website that can be closed online. In order to serve its website visitors in the best possible way, interactions with the services, funnels and content pages must be properly measured. They already did this with our support, with Universal Analytics (GA3). To be well prepared for the future, they asked us to implement Google Analytics 4.

Dedimo is a collaboration of five mental healthcare initiatives. In order to continuously enhance the quality of their care, they organize internal processes more efficiently. Therefore, they use perceptions from the data that is internally available. Previously, they acquired the data themselves from different source systems with ad hoc scripts. They requested our help to make this process more robust, efficient and to further professionalise it. They asked us to facilitate the central storage of their data, located in a cloud data warehouse. The goal was to set up the data infrastructure within this environment, since they were already used to working with Google Cloud Platform (GCP).

At Royal HaskoningDHV, the number of requests from customers with Data Engineering issues continue to climb. The new department they have set up for this, is growing. So they asked us to temporarily offer their Data Engineering team more capacity. One of the issues we offered help with involved the Aa en Maas Water Authority.

The Designathon Works foundation organises Design Hackathons (Designathons) for children aged 8 to 12. The target? Teaching children from all over the world skills to become a 'changemaker'. They are challenged to design solutions for a better world, for example to combat climate change. From the Datahub, we helped Designathon Works fine-tune the impact measurements free of charge. We also made a first move towards automating data collection, analysis and visualisation.

FysioHolland is an umbrella organisation for physiotherapists in the Netherlands. A central service team relieves therapists of additional work, so that they can mainly focus on providing the best care. In addition to organic growth, FysioHolland is connecting new practices to the organisation. Each of these has its own systems, work processes and treatment codes. This has made FysioHolland's data management large and complex.

The well-known Dutch band HAEVN was unable to perform due to the corona measures. In order to make the most of their time, they wanted to optimise their new website and webshop. They sell merchandise, CDs and LPs through their Shopify webshop. Fans can also download concert films there. The HAEVN team themselves had little knowledge of data-driven website optimisation and asked us for help.

The Neuron provides a programmatic bidding platform to plan, buy and manage digital Out-Of-Home ads in real-time. They asked us to predict the number of expected impressions for digital advertising on billboards in a scalable and efficient way.

The outbreak of the corona pandemic in early 2020 has turned the world upside down. In addition to countless infections, hospitalisations and deaths, we also saw an outbreak of violence in many countries. Citizens took to the streets, sometimes violently, to protest against the measures taken, but domestic violence also increased in many places and fear and frustration played a role in racism.

For some time now, we have been assisting PostNL's customer service department with the optimisation of their online service & contact environment. Various pilots showed that there was also a lot of potential in improving the offline service.

Before downloading a new app, consumers often look at the app's rating. This is shown in stars with 5 stars being the highest rating. What does the app rating mean for your organisation? And for your users? The app rating is a metric that accurately reflects the tension field between marketing and product. While the importance of a high rating is obvious, a shortcut can be taken on the way to it. How does your organisation use the app rating?

Good service is important for customer satisfaction and loyalty and therefore very valuable for companies. Many companies offer services digitally. Customers can then find information about a product via a website or app. Optimising this digital 'service environment is best achieved with the help of data.

Whereas conversion rate optimisation (CRO) used to be mainly in the E-commerce focus, we now see its application in all kinds of forms and fields. The focus here is on improving a particular conversion goal. Whatever your goal is for your organisation or team, CRO requires a good approach. This e-book will help you get started.

Is your organisation's backlog of the development teams overcrowded? Then you may be of the opinion that investing in Customer Experience (CX) specialists is not a good idea at the moment. This is based on the assumption that the CX team will come up with suggestions for improvements for the website/app and therefore 'burden' the development backlog even more. Yet there is definitely added value in investing in a CX specialist, even when there is high pressure on the development capacity. PRECISELY when there is a high pressure on the development capacity…

Every day, we collect data. Think of customer data, website visitor behaviour, information about conversions through all your off- and online channels and the performance of different teams within your organisation. But how do you use that data effectively?

Do you want to get more out of your conversion rate optimisation process, or do you want to know which pitfalls there are and how to avoid them? This blog article contains 5 tips on how to professionalise your CRO process so that you can get more value out of it.

You have worked with your product team on developing a new product. You have certain expectations of how users will use the product. The only question is: is this really the case? Are they using the product as you imagined? Who is using the product and who is not? In this article we discuss the Product User Activity Model. This model gives you more insight into the current and potential use of your product to take targeted action for growth.

Vesteda was curious if social listening – monitoring and analysing social media discussions about a brand, competitors, products or hashtags/keywords – could add value to the organisation. To this end, we started a project that consisted of two parts: exploring possibilities for social listening in the Corporate Communication department and applying social listening in an ongoing Data Science project.

Data is increasingly being used to map customer journeys. Which makes sense, because we collect a lot of data in our analytics tool around the online part of the journey. A technology that can lead to valuable insights but is often forgotten is process mining.

DIGIWEDO specialises in designing and developing responsive websites, web shops and web applications for SMEs (MKB). They regularly receive questions from customers about how to collect, visualise and/or analyse data in the right way. DIGIWEDO does not yet offer any services in the field of data. They asked us to think about how they could expand their existing services when it comes to advice in the field of data-driven working. Within a week, using our data pressure cooker we proposed a clear plan that helps DIGIWEDO to meet customer needs.

When are user goals optimally supported by a digital environment? Everyone has an idea about this, for example 'a pleasant purchase flow' or 'easy login'. How effectively you support the user is challenging to measure. However, it is everything that determines the success of your digital environment. To help you measure your success, or to check if something is missing in your current framework, we share our Customer Experience (CX) pyramid.

Eneco customers can enter into or change an energy contract via the website, but also purchase a charging station or hire an energy coach, for example. Eneco wanted to bring in more expertise regarding the field of digital analytics. We helped Eneco find an extra Web analyst with whom this ambition could be fulfilled.

There's no denying it. We all work with data and we generate huge amounts of new data every day. The data on our supermarket customer card, the disposal of household waste at the smart container, checking in with public transport, the number of hours our TV is on or refilling our parking meter. But how do you use that data effectively?

In times of the coronavirus (COVID-19), a good overview of the patients in the scaled-up intensive care of the Utrecht medical centre is vital. Employees must be able to view patient characteristics, the most current lab readings and the course of patients' vital signs at a glance. In addition, up-to-date insight into the bed occupancy per department and the capacity of the nursing staff is required. We immediately got started to provide the necessary insights for UMC Utrecht. As a way of also contributing in these times of crisis, we offered our hours free of charge.

Univé is the only Dutch insurer with a website, App and physical stores. They therefore follow an omni-channel strategy. According to its own '1 digital front door principle', the insurer also wanted to offer customers the opportunity to take out/change insurance policies and report damages via the App. They asked our Data Analysts to make the new funnels measurable.

KLM Digital Studio builds innovative digital solutions to make working at KLM more efficient, effective and enjoyable. One of the teams within Digital Studio, the Service Design team, is concerned with user experience. They conduct user research, build designs and test design ideas for new digital solutions. KLM asked us to provide insight into the impact of this team on the UX of its internal tools.

Fietsvoordeelshop has seven physical stores and a webshop. It is one of the most successful bike shops at the moment. In the field of data, the bicycle shop mainly worked with Excel. This means that a lot was done manually, every week. Due to the growth of the organisation and the increasing number of processes, the Excel file became increasingly large and unclear. Fietsvoordeelshop asked us to demonstrate with a data pressure cooker of five days that data-driven work could be of added value.

Nuon became Vattenfall in October 2019. The rebranding was a good reason to optimise Analytics. There was a renewed focus on applying insights from user data in the Mijn Vattenfall environment. The data collected for this was not always reliable. In addition, there was insufficient knowledge and capacity within the department to maintain the Analytics. The energy supplier asked for our help to support them in re-establishing the tagging and analytics of Mijn Vattenfall.

Within KPN, one team is responsible for the implementation of Adobe Analytics, the Digital Performance team. Due to the working method that had developed before the formation of this team, the specialists did not work together optimally.

KLM employees work with various applications on a daily basis. For example, the ground staff uses Appy2Help. This digitises work processes and supports employees in answering all questions from passengers. iMech helps to free up more time for maintenance instead of administration and the intranet is my. klm is the starting point for everyone within KLM to find information. KLM asked us to support various teams in developing good applications using insights from user data.

As Customer Experience Specialists at Digital Power, we regularly come up with 5 metrics that help us measure user quality. With this we are taking the first steps in optimising the Customer Experience. We are happy to walk you through all 5 of them. Are you going to use them from now on to analyse the user experiences of your product or service?

When we talk about Customer Experience, we mean virtual assistance in the form of voice and chatbot applications. It is expected that these will make interaction with the customer more accessible and easier. Companies like to go along with these kinds of innovative trends to improve their services. Is this indeed what Customer Experience Optimisation is all about?

Residential investor Vesteda is working on a new website. If an available rental home has a garden, the location of the garden must be listed on the webpage of that home. This information was not yet available in the database. We were instructed to determine the location of the garden based on the coordinates of the homes.

More and more organisations are aware of the impact of the customer experience on business results and competitiveness. Research shows that 84% of organsations prioritise customer experience more than they did two years ago. In fact to 76%,  it is high or top priority. Further research shows that the customer experience is essential to the marketing strategy according to CMOs.

RetailTrends is a family business with a media platform for retailers. Over the years, the company has developed from a publisher of a single print magazine to a multimedia platform. This consists of two websites with news and background articles about the industry; a print magazine; an online magazine; and events. Interested parties are kept informed via various newsletters and social media channels. Some of the content is only accessible to members.

Fair Wear is a non-profit organisation that aims to improve the working conditions of employees in garment factories. The NGO has collected a lot of documentation about its activities in recent years, for example in the form of reports from a complaint line for factory employees, reports of audits that check whether factories comply with the guidelines, and reports of training for factory employees. This information is stored as typed text, usually in Word or PDF format.

In the tight labour market, professionals no longer choose their new employer only because of the employment conditions. Increasingly, they decide whether or not to come on board and stick around based on employee experience. The 'employee experience' is therefore important in all phases. Not only at the recruitment and selection level, but also, for example, when processing a claim.

Residential investor Vesteda is working on a new website. This must offer (potential) tenants and B2B customers, such as investors and pension funds, an optimal online experience. Buyer personas of the various B2C target groups had already been developed. Together with Vesteda, we also started to map out the B2B target groups. In addition, together with the customer, we developed the optimal customer journeys for the most important buyer personas.

A Smart Security Scan is a tool that allows you to test the security of websites. The reports showed that something went wrong in the flow where people have to verify their IP address to be able to scan. We went looking for a solution. We also gave tips to optimise online conversion.

'How do we make our app more accessible to people from Vietnam?' During a Learning @ Location Day, our multi-disciplinary team of data professionals worked on this Oxfam Novib challenge.

'How do we reduce the number of calls to customer service asking: where is my package?' During a Learning @ Location Day, our multi-disciplinary team of data professionals worked on this PostNL challenge.

'How do we extract more relevant insights from our data using Google Analytics?' During a Learning @ Location Day, our multi-disciplinary team of data professionals worked on this Nespresso challenge.

Vodafone started a 3-month 'digital boost' project with the aim of improving the conversion of the online shop. The project team consisted of external digital professionals, each with their own specialism. As part of this project, we set up an A/B test environment with the aim of improving the user experience and thus increasing conversion.