Bring your data

to life

I help organizations thrive, by bringing their own unique CX or EX to life. I work hands-on, as coach and facilitator, addressing the changes required in behaviour, processes and systems. I motivate teams to build and embrace changes that last.

Investigate-Develop-Change

Investigate

Together, we assess the 'as-is'. What does your Customer or Employee Journey look like today? We combine interactive journey-mapping sessions with existing or new data and process flows. If required, we implement new measurements for CX or EX. The aim is always a concrete result!

Partner tool — I can implement and integrate CYS's XM measurement software as part of this step. www.cys.group ↗

Develop

Once we know what we have and what we want, we work totgether towards concrete improvement and implementation plans; an optimized customer journey, new ways of working, process redesigns, system and data changes. The focus is on what makes your company unique.

I facilitate and coach teams to realise the results they need. I provide clear models and a tested 'way of working'.

Change

In order for Change to last, it must be managed. I coach leadership and their teams, to help them realise the changes they aspire to. I use Agile/Scrum principles and methods, until all elements of the journey and the new experience fall into place and are embaced by the organisation.

ICP-ACC certified — I follow IC Agile's internationally recognised standard for agile & organisational coaching.

SERVICES

ABOUT

What shapes the experience?

Any Customer or Employee Journey — the Experience your organization delivers — is the visible result of four flows working together underneath it:

Way of Working (WoW)

The Way of Working is the human layer of a process step: people’s behaviour, judgment, and willingness to cooperate when carrying out the work. Two people following the same process can get different results depending on how they engage. No system fully controls this — it’s often the biggest lever for improving experience.

Process

The Process is the defined sequence of steps that moves things from A to B — what happens, in what order, and who’s responsible. It’s the structural blueprint for the work. On its own it’s just a path; its value only shows once people actually follow it.

Systems

The Systems support the process, helping people move through it efficiently. They automate steps, enforce consistency, and reduce manual effort at each stage. Good systems guide people toward the right action instead of relying on memory. When systems and process misalign, people start working around the tools.

Information

The information held in the systems gives people what they need to finish a step and move to the next. Without accurate, current, accessible data, even a strong process and good systems stall — the person at that step simply lacks what’s needed to proceed.

WHAT PEOPLE SAY

Pim van der Bomen

By implementing closed loop feedback, Living -Data has contributed significantly to the customer centric strategy of WVDB!

Thanks to the integration of strategic research and customer feedback, excecuted by Living-Data, Port of Amsterdam is becoming more and more a truly customer centric organization.