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Valk, Frederique (author)Customer experience (CX) is becoming increasingly important for companies in the financial sector. Digital engagement accelerated due to the pandemic, resulting in a higher demand for optimized digital customer experiences and user-friendly IT systems. Companies in the financial sector have to keep up with the digital transformation and bring...master thesis 2023
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Cobben, Suzanne (author)After Facebook renamed itself Meta, the metaverse was brought to the attention of the public eye (Schram, 2021). Newspapers and other news sources started writing extensively about this innovation that would change the world forever. What the metaverse exactly is or might become as it doesn’t exist yet, one can only speculate on. One way to...master thesis 2022
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Kok, Joëlle (author)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...master thesis 2022
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Westerveld, W.F. (author)With the increasing evidence of the effects of our food choices on the planet it is obvious that we have to make changes in order to live sustainably. Our food production systems are responsible for 26% of the total human induced global greenhouse gas emissions, with the meat and dairy industry being responsible for over half of that. Our planet...master thesis 2021
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Schouten, J.E. (author)This report describes the process and outcomes of a graduation project for the MSc program Strategic Product Design. The client organization in this project is Innovation Booster (IB). IB, founded in 2012 and located in Amsterdam, is specialized in innovation services. IB is active in segments characterized by traditional and complex...master thesis 2020
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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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Kranzbühler, A. (author), Zerres, Alfred (author), Kleijnen, Mirella H.P. (author), Verlegh, Peeter W.J. (author)Distinguishing between consumers’ positive and negative affect is a popular approach in both marketing research and practice, but such valence-based approaches sacrifice specificity and explanatory power. As emotions of the same valence can greatly differ with regard to their underlying appraisal patterns, they also differently affect...review 2019
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- Song, Yuke (author) master thesis 2018
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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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