Searched for: subject:"Customer%5C+Experience"
(1 - 18 of 18)
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Hagen, William (author)
As the B2B environment of the Software as a Service (SaaS) industry is changing more rapidly than ever, Exact needs to constantly adapt to these changes and accommodate to the increasingly complex needs and wishes of their customers. Designing a good customer experience is vital in ensuring a sustainable competitive advantage for Exact. In order...
master thesis 2020
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Ghei, Taresh (author)
This master thesis report is the culmination of six months of collaboration between TU Delft and KLM Royal Dutch Airlines. The aim of the project is to investigate ways by which KLM can change the perception of passengers during a disruption event such as flight delays, cancellations, and missed connections. In order to accomplish this, the...
master thesis 2019
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Wu, Hoi San (author)
There is a shift to the experience economy. Customers are increasingly craving unique experiences and authentic brands; brands that are real, sincere. Additionally, technological developments are booming and can help enhance these customer experience. Efteling employees have lots of ideas to innovate technically. This master thesis explores how...
master thesis 2019
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Hollemans, Anne (author)
This project was executed for NS (Nederlandse Spoorwegen). Research was done to discover what kind of travellers visit the OV Service & Tickets shop and why they visit the shop. The OV Service & Tickets shop is a shop which can be found on ten (bigger) train stations in the Netherlands. For example in The Hague. NS provides service in...
master thesis 2018
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Vos, Gijs (author)
Some consultants within KPMG advisory feel like the services that KPMG advisory generates for its clients, could be improved. They see a potential solution within the application of design activities related to design paradigms such as user experience and customer experience. However several hurdles are experienced within the introduction of...
master thesis 2017
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van den Berge, R. (author)
Climate changes urges the design of historical buildings to become sustainable. DGG’s mission is to lower CO2 impact of historical buildings. Currently, DGG has no structured approach to keep in touch with their customers after delivering their service and experience a loss in contact. DGG wants to build a long term relationship with their...
master thesis 2017
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Hoogerwerf, G. (author)
This report presents the results of a graduation project by Gideon Hoogerwerf, as part of the Master Strategic Product Design at Delft University of Technology. The project is done in collaboration with Altuïtion B.V., a consultancy firm in the field of customer experience management. Management of Altuïtion has recognized a trend in which the...
master thesis 2017
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Hartman, N. (author)
Guidelines for translating relevant zones in the HEMA stores into rituals, based on qualitative and literature research. Elaborated design of a ritual for the relevant zone in the HEMA stores, based on customer insights. The project set-up consists of an analysis phase, a research phase and a generation phase. Research in collaboration with the...
master thesis 2016
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Verwaal, M.C.A. (author)
On the present day, corporate organisations want to change their product-focussed approach towards a customer experience focussed approach. This human- centred approach to innovation is called CX Innovation. CX Innovation gives corporate organisations a competitive advantage, but they struggle to implement CX Innovation in their organisation....
master thesis 2016
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Schanz, J.J. (author)
The Challenge Because of high financial pressure and other reasons, KLM has chosen to transform into a customer experience (CX) focused company. This means that the customer should be set central in every phase of the airline’s processes, services, innovation projects etc. Therefore, new teams and organizational structures will be formed....
master thesis 2016
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Wang, Y. (author)
With the engagement of digital technologies in retail, roles of human service and technology service are changing. As the franchiser of IKEA stores worldwide (except the one in Delft), Inter IKEA Systems B.V. contributes to the IKEA Business idea by providing solutions which construct a great customer experience. To keep ahead of competition in...
master thesis 2015
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Van der Lee, I.C. (author)
Introduction Virtual Affairs (VA) is a leading FinTech company that exists to (re-)establish the relationship between financials and their customers. VA believes that the only way to stay relevant in today’s society is to start and end with the needs of users, and strive to continuously innovate a company’s offering around their users needs and...
master thesis 2015
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Monninkhof, M.L. (author)
CONTEXT & GOAL OF THE PROJECT This graduation project was done in collaboration with Capgemini, one of the biggest organizations in the field of management consultancy and information and communication technology. More specifically, the project was done for the Dutch consulting groups ‘Public & Health’, and ‘Digital Customer Experience’ (DCX)....
master thesis 2015
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Jansen, C. (author)
To date, the 120 official Scotch & Soda stores deliver a more engaging brand experience to the customer than the website. From the interior design to the trained store staff (supported by the Scotch Academy), customers can participate in and are exposed to an experience that is not currently being realized through the online channel. The retail...
master thesis 2014
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Bijzet, J.W. (author)
This graduation report is about how the tap water company Oasen should deal with their household customers. The analysis focused on the company itself, external factors that play a role and the perception of customers. A strategy has been developed as well as a roadmap for implementing a new way of looking at customers resulting in a new...
master thesis 2014
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Wu, J.C. (author)
The graduation project is under supervision of TU Delft and ABN AMRO N.V. with the objective to strengthen and further develop an exclusive online community for the Next Generation clients of ABN AMRO. The Next Generation clients are the children of ABN AMRO’s top segment clients whose investable assets are more than EUR 25 million. The key...
master thesis 2013
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Jacobs, K. (author)
Introduction Most people prefer waiting at big railway stations above waiting at SRS's. While SRS's are the engine’s which feed passengers to the big railway stations, limited attention has been given to this important group of stations. Since a couple of years the focus points of the NS includes the improvement of SRS's, it is of importance to...
master thesis 2013
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Gehem, S.D. (author)
In an increasingly competitive climate, it has become more and more important for airports to look at ways to improve the passenger experience. This is especially applicable for Amsterdam Airport Schiphol, since it has the explicit ambition to become Europe’s preferred airport for passengers. In line with this reasoning, this study looked at how...
master thesis 2011
Searched for: subject:"Customer%5C+Experience"
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