Accelerating twin transitions through a liminal strategy
A research with Barco to facilitate customer centric sustainability
P.R. Shah (TU Delft - Industrial Design Engineering)
Ena Voûte – Mentor (TU Delft - Industrial Design Engineering)
Ianus Keller – Graduation committee member (TU Delft - Codesigning Social Change)
Guy Van Wijmeersch – Coach (Barco NV)
An Saveyn – Coach (Barco NV)
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Abstract
The research on “Accelerating twin transitions through a liminal strategy”, with Barco explores the topic of customer centric sustainability. It addresses the problem of “How might we span the distance between representatives of Barco and the end customers (in the context of sustainability)?“. The proposed solution is a liminal strategy (bridging strategy) and a tactical manifestation of the strategy in the form of an AI-chatbot that facilitates integrated interactions. Unlike the other chatbots, this faces both Barco end customers and Barco employees. These interactions enable Barco to activate customers, collect timely customer input to create value, and make sustainability tangible for both customers and Barco employees. It demonstrates a way to give Barco competitive advantage while increasing Barco’s reputation to drive purpose and profit together.