Optimised customer journey for KPN thanks to new way of working

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.

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?

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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…

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.

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.

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.

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?

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.