An analysis of the effect of regulation, investment uncer­tainty and actor network on the investment behaviour of Dutch distribution system operators

This thesis represents the culmination of six months of research into the investment behavior of Dutch DSO’s in the context of the energy transition. Through a combination of interviews, analyses of annual reports and a qualitative analyses based on principal-agent theory, I tried to find the effect of the actor network, regulatory regime and...

Creating an automation tool for customer journey experts at ING

ING wants to offer their customers the best experience possible. To achieve this goal, ING’s Customer Journey Experts (CJEs) constantly map and analyze the way customers use ING services in a Customer Journey Map. These maps however, are hard to share and collaborate on. ING needs an online tool in which they can, together with multiple people,...