Enhancing team collaboration in the Customer Experience department: Improving collaboration between the teams of the CX department for a more consistent implementation of the customer needs

Flyco is a large airline company who has built its strategy emphasising on operational excellence. Yet, since competitors can now achieve similar results, they have expanded their strategy to offering excellent customer experience too, resulting in the foundation of the Customer Experience (CX) department. Nevertheless, Flyco notices their NPS...

Development of a knowledge sharing game to design collaborations in a hierarchical organisation: How innovation strategies can be implemented at the working floor throughout organisations

Background: There is an increasing need for structured methods that encourage effective knowledge sharing and collaborations at the working floor to implement innovation strategies, especially in case of employer - employee relationships. <br/><br/>Objective: This research (master thesis) focused on knowledge sharing on the work floor during...

Conceptual design of a digital knowledge environment for networked service providers

Fostered by new technologies, enabling new ways of communication and human interaction, society is moving away from geographically bound groups towards a network-like environment. In this environment, people are becoming place and time independent networked individuals. This shift is slowly finding its way into the professional environment. As...