Essense

How to calculate ROI and make customer value tangible? In our next roundtable we will tell you all about it! In this interactive session, our data expert Nicolette Nijhuis will show you how to turn CX metrics into hard-hitting business impact. Here’s what you’ll learn: 🔗 Techniques to link NPS values with financial metrics 💼 How to build a strong business case that speaks to decision-makers 🔢 What can be calculated—and what should be estimated ⚠️ Common pitfalls and how to avoid them After the presentations there will be plenty of time to connect with CX peers, swap insights, and discuss what’s really working in the field. Register now! 👇 🗓️ December 12th, 15:00-18:00 📍 Essense Office, Amsterdam 🔗 Register: https://lnkd.in/e6AyTy5y

Yesterday, we hosted a powerful roundtable at our office with Rainier Praalder from Nederlandse Spoorwegen and our very own Kate Backhouse! We had some inspiring discussions about: 💡Using journey-based working as the bridge between front-end customer experience and back-end operational efficiency. 💡 How to use our PROMISE framework for managing complexity in CX while delivering tangible results. 💡 If your journey map stops at customer interactions, you’re doing it wrong. Service delivery needs to be part of the picture, or the whole thing falls apart. Thanks a lot to all the attendees for eagerly sharing ideas and exploring how to apply these insights in their own organisations 🙏👍 Mathijs Harink Paula van den Boer Yolanda Verveer Born Mia Bijman Jorien Kamphuis Jaimy Siegersma Ivin M. Kelly Willems-Smulders Lisa Stevens John Komen Neda Norouzi Bart Colen Elliot Pizer Chad Cheverier Jolanda Bont - van Alphen 📣 If you missed this roundtable, don’t worry, the next one about "The (non)sense of ROI in CX" is around the corner (December 12th) 📣 Register here: https://lnkd.in/e6AyTy5y

CX efforts fall short without changes in the back-office! Customer experience and journey management efforts ultimately require optimisations to your digital channels and your back-office operations, to really achieve significant business impact. Make sure you approach your operational excellence from a journey perspective to streamline service delivery by your departments ✅ follow 3 steps: 1. MAP all roles, actions and systems 2. COLLABORATE to prioritise bottlenecks 3. BLUEPRINT operational excellence Feel free to share this with fellow CX professionals, process designers, or your manager operations 🙏 Reach out to Sander Kruitwagen if you want to learn more! or learn more on our website: https://lnkd.in/eGPPwvjf

Less CX babbling and more acting with real business impact! That is what we discussed last week with during our executive roundtable with an inspiring group of front-runners. Check out our aftermovie 🎬 capturing the energy of our exclusive invitation-only event! ⚡   Together with TheyDo - Journey Management and Qualtrics, we welcomed an impressive group of 50+ CX and business leaders from across the Netherlands to discuss how journey-based working can drive real business outcomes. Big thanks to our speakers 👏 ✨ Rosanne Voets for sharing insights on Journey Management & Governance – diving deep into how organisations can structure journey-based working per segment for measurable business results. ✨ Rob Paauw & Reinoud de Jager for guiding us through Journeys as the Unit of Change – sharing how focusing on journeys helped them achieve create cross-functional alignment and measurable outcomes. And thanks to everyone who joined us for the engagement and conversations, and for making it a truly rewarding day! 🙌 Linda Driesen Daniëlle Crone-van Doorn CCXP Liset Molenaar Adriano Jorge Marta Minotti Chrisz Glasz Jens Scharnetzki Katrin Brücken Christina Moritz Floor Al - van Steenbergen Paula Borsboom Evan Asava-Aree Felipe Camara Yolaine Chabernaud-Petiteau Masa Sretenovic Jaap Norbruis Jannick Timmermans Leonardo da Silveira Huys, Brecht Alexander Zeh Pascalle van der Lee Liza Willemsen Jaymie Broers Idwer Bijlsma Mark Janssen ACXS - COPC CX Jelle Ganzeveld Dana van Wageningen Jeroen Velthof Elcke Tiemessen Jeroen van Berkel Amir Azar Joanne van Tilburg Deborah Krabbé-Wietzes ✨Jochem van der Veer ✨

Our next roundtable in December is about one of the crucial challenges in CX: how to calculate ROI and make customer value tangible? In this interactive session, our data expert Nicolette Nijhuis will show you how to turn CX metrics into hard-hitting business impact. Here’s what you’ll learn: 🔗 Techniques to link NPS values with financial metrics 💼 How to build a strong business case that speaks to decision-makers 🔢 What can be calculated—and what should be estimated ⚠️ Common pitfalls and how to avoid them And after the presentations there will be plenty of time to connect with CX peers, swap insights, and discuss what’s really working in the field Limited seats available, so sign up now! 👇 🗓️ December 12th, 15:00-18:00 📍 Essense Office, Amsterdam 🔗 Register: https://lnkd.in/e6AyTy5y

Last call 📣 to register for our roundtable next week with guest speaker Rainier Praalder from Nederlandse Spoorwegen. In this session on November 20th, Rainier and Kate Backhouse from Essense will reveal how NS goes about translating high-level journeys into micro journeys, UX flows, and process optimisations. Topics we will discuss: - How journey-based working can not only align design efforts across channels but also streamline processes in the back office. - How our PROMISE framework helped to manage the complexity for optimising the customer experience and service delivery. - The advantages of working across multiple levels to create a cohesive customer experience. Don’t miss this chance to gain insights from this real-world example for implementing journey-based working in your own organisation. 👇 🗓️ November 20th, 15:00-18:00 📍 Essense Office, Amsterdam 🔗 Register: https://lnkd.in/eV2qQc_n

Baby boom 🎉 at Essense supported with our newest HR Strategy: "the pregnancy journey" 💚 With several of our amazing team members currently expecting, we’ve taken this opportunity to practice what we preach and create a meaningful journey around it 💫 That's why we introduce 🥁: "the pregnancy journey" 🚼 First, we want to give our huge congratulations to Giulia Fiorista, Shosha Boute and Dafne Rios Cazares - and their families - on this exciting new chapter in their lives! At Essense we believe being a great employer goes beyond ticking the boxes. That's why we have baked this belief into our DNA by creating “the pregnancy journey” as a part of our employee journey that supports employees at every step. Special thanks to Noor Schopman for 'giving birth' to this idea 😀, and to Marjan Lamberts-Vellinga and Milou Weerts for turning it into a seamless experience 🙏 Let's celebrate life, growth, and the amazing journey ahead 💚

In our next roundtable we are proud to have Rainier Praalder from NS as our guest speaker! In this session on November 20th, Rainier and Kate Backhouse from Essense will reveal how NS goes about translating high-level journeys into micro journeys, UX flows, and process optimisations. Topics we will discuss: - How journey-based working can not only align design efforts across channels but also streamline processes in the back office. - How our PROMISE framework helped to manage the complexity for optimising the customer experience and service delivery. - The advantages of working across multiple levels to create a cohesive customer experience. Don’t miss this chance to gain insights from this real-world example for implementing journey-based working in your own organisation. 👇 🗓️ November 20th, 15:00-18:00 📍 Essense Office, Amsterdam 🔗 Register: https://lnkd.in/eV2qQc_n

🚀 What an inspiring event we had at our exclusive roundtable on 'Journeys to Business Results'! 🚀 Yesterday, together with TheyDo - Journey Management and Qualtrics, we welcomed an impressive group of 50+ CX and business leaders from across the Netherlands to discuss how journey-based working can drive real business outcomes. Big thanks to our speakers 👏 ✨ Rosanne Voets for sharing insights on Journey Management & Governance – diving deep into how organizations can structure journey-based approaches for impactful, scalable results. ✨ Rob Paauw & Reinoud de Jager for guiding us through Journeys as the Unit of Change – exploring how focusing on journeys as transformative levers can help create cross-functional alignment and measurable value. And thanks to everyone who joined us for the engagement and conversations, and for making it a truly rewarding day! 🙌 Linda Driesen Daniëlle Crone-van Doorn CCXP Liset Molenaar Adriano Jorge Siobhan McCloskey Marta Minotti Chrisz Glasz Jens Scharnetzki Katrin Brücken Christina Moritz Floor Al - van Steenbergen Paula Borsboom Evan Asava-Aree Felipe Camara Yolaine Chabernaud-Petiteau Masa Sretenovic Jaap Norbruis Jannick Timmermans Leonardo da Silveira Huys, Brecht Alexander Zeh Pascalle van der Lee Liza Willemsen Jaymie Broers Idwer Bijlsma Mark Janssen ACXS - COPC CX Jelle Ganzeveld Dana van Wageningen Jeroen Velthof Elcke Tiemessen Jeroen van Berkel Amir Azar Joanne van Tilburg Suzanne Bosch Deborah Krabbé-Wietzes

Business impact with data-driven CX Few people question the potential of a data-driven approach for achieving business impact. However, many organisations are not yet maximising the value. Often drowning in data and not knowing how to use it effectively. It needs a coordinated effort. Here are some opportunity areas for using a data-driven approach to CX management. Reach out to our data lead Nicolette Nijhuis if you want to discuss or learn more on our website: https://lnkd.in/d-FkATBb