Bring your data

to life

We help organizations bring the Customer and Employee Experience to life. We work hands-on as coaches across the Way of Working, processes, systems and data behind that experience, helping teams build lasting change themselves.

Investigate-Develop-Change

Investigate

Assessing the as-is together: how the Customer or Employee Journey actually works today, combining Experience Management measurements (NPS, eNPS, CSAT, closed-loop feedback) with journey-mapping sessions we facilitate directly with the people who work in it every day.

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

Develop

Working with your team to turn what the Investigate phase surfaces, into concrete improvement plans — an optimized customer journey, new ways of working, process redesigns, system and data changes — shaped for what your organization actually needs.

Living-Data facilitates and coaches teams to realise the results they need, based on clear 'service excellence' models.

Change

Coaching leadership and teams through realizing the change — the Way of Working, process, system and data shifts required — using Agile and Scrum principles, until all elements of the journey and the new experience fall into place and are embaced by the people executing them.

ICP-ACC certified — our coaching follows IC Agile's internationally recognized standard for agile & organizational 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.