Risk reduction through informed business decisions
An interview with our CEO & Customer Experience Analyst
- Podcast
- Customer Experience
- Research
In this episode of the MIE'24 podcast series, CEO René de Boer discusses risk reduction through informed business decisions with Customer Experience Analyst Youp de Graaf.
Listen the Dutch podcast here:
What are the notable developments in the data world over the past 5 years?
Youp: Over the past 7.5 years, there has been significant change in how organisations approach data. Whereas previously the emphasis was on collecting as much data as possible without a clear objective, nowadays the focus is on the question: what exactly do we want to achieve with this data?
Decision-making within organisations is increasingly based on concrete data analyses, with KPIs and driver trees becoming important considerations. This has led to more emphasis on understanding the complete customer journey, utilising various data sources. Organisations are realising more and more that it's essential to see the bigger picture in order to make effective decisions.
How do these developments influence your work?
Youp: You notice that you can already go one step further: teams understand the importance of data and want to work with it more purposefully. An important first step these days is to identify pain points and experiment based on them.
Are there specific methods that help with this?
Youp: The methods we use often depend on the needs of organisations. A commonly used method is customer journey mapping: here you map out all the steps and identify potential value. Additionally, at Digital Power, we've internally developed a method called 'insight drive optimisation'. This involves analysing internal processes and identifying problems.
Why are organisations increasingly recognising the value of data-informed working?
Youp: Sharing results within the organisation and being able to demonstrate the value make them better understand the value of data-informed working.
How do you see the future within this domain in two years?
Youp: The use of data analysis and experimentation is becoming more widespread within organisations. More teams will be engaged in reducing risks through research and testing changes. Ultimately, it's the mindset that is changing within organisations.
What are the benefits of this way of working for organisations?
Youp: Firstly, experimenting and understanding the customer journey leads to risk reduction. Additionally, organisations discover the impact and value of actions. Another benefit is the ability to prioritise faster, as you know whether an experiment has an impact or not.
Ultimately, organisations apply experimentation in various ways. Overall, we see that organisations are increasingly making data-informed decisions to reduce risks.
You can watch the full Dutch video here:
This is an interview with Youp van der Graaf, Customer Experience Analyst at Digital Power
Youp's rich experience, including consultancy at KPN, Nike, ANWB and Bol, comes to life in his approach to turning data into impactful decisions and tangible solutions.
This is an interview with René de Boer, CEO at Digital Power
As CEO, René is responsible for the day-to-day management of Digital Power. He plays a connecting role within and outside the organisation. As a spider in the web, he is a team player who ensures an optimal working environment in which we can do challenging projects together, with the right focus on the development of individuals and our organisation.v
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