Establishing a healthy financial climate for people in debt with a different cultural background in the Randstad
Strategy and intervention for Coeo that helps employees to attune their interactions with clients to cross cultural chasms
M. Lin (TU Delft - Industrial Design Engineering)
A.G.C. Boeijen – Graduation committee member (TU Delft - Form and Experience)
N. van den Brink – Mentor (TU Delft - DesIgning Value in Ecosystems)
Mark Spierenburg – Mentor (Coeo Incasso)
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Abstract
This master's thesis investigates the demand for human empathy and understanding across cultures in Coeo, a technology-driven collection company. Debtors express a desire for a more personalized and respectful debt collection process in the Netherlands. Focusing on the challenges faced by disconnected short-term planners, particularly from the African-Islamic group, the research emphasizes the importance of recognizing national, cultural and sub-cultural barriers and implementing human-focused strategies over money-focused. The proposed solution includes a strategy roadmap for 2040 explaining the three concepts: Culture guidebook for Coeo employees, culture education grounds for informal debt relief volunteers, and community culture days to foster neighbor connections. The goal is to transform Coeo into a socially responsible neighbor by encouraging mutual understanding, respecting cultural differences, and continuously improving practices in the dynamic landscape of debt collection.