Essense

One-size-fits-all CX? Time to move on. In our next roundtable, we’ll dive into a critical topic: how to design journeys that adapt to real customer differences—needs, preferences, and expectations—instead of assuming they’re all the same. We’ll cover: • Why personalization efforts often fail to scale • A structured framework to start personalizing CX meaningfully • How to activate customer data for relevant, adaptive experiences And we’re thrilled to welcome Daniel Heer from Zeotap, the privacy-first CDP, who’ll show how to turn actual customer data into powerful, personalized experiences. After the presentations, there’s room to share experiences, swap insights, and connect with fellow CX practitioners. Let’s move beyond generic journeys—and design for real people. 🗓️ May 13th, 15:00-18:00 📍 Essense Office, Amsterdam 🔗 Register: https://lnkd.in/enjGnNg5

The impact of customer data & AI is growing fast—are you ready to turn that into real CX impact? We’re excited to invite you to our next roundtable session, where: • Nicolette Nijhuis – Data Lead at Essense, and • Daniel Heer – Founder & CEO of Zeotap (Customer Data Platform) will share insights and discuss the frameworks and strategies that drive real results. What you can expect: • A proven framework for personalisation and loyalty, illustrated with real client cases • Interactive roundtable groups to exchange ideas and challenges with CX peers • Daniel’s spotlight session: practical success stories from Zeotap clients Join us for an inspiring session full of practical takeaways to elevate your CX strategy. 🗓️ May 13th, 15:00–18:00 📍 Essense Office, Amsterdam 🔗 Register: https://lnkd.in/enjGnNg5

What an insightful roundtable we had yesterday! 🚀 Together with Amanda van Wijnen and Dana van Wageningen from bol and our Essense experts Lucy Stuyfzand and Charlaine Janssen, we explored how bol is embedding data-driven journey management across the organisation. Key takeaways: 💡 A central CXM team is essential for orchestrating journey management 💡 Clear ownership of customer journeys ensures alignment and accountability 💡 Data-driven journey management with product teams leads to better decision-making and business impact A big thanks to all participants for the engaging discussions and valuable insights! Floor Al - van Steenbergen Peter Ellen Chrisz Glasz Hui Ling Fu Eleonora Ibragimova Marloes Kroonen Ana Torrecilla Emmeliek Harren - Preijde Mark Nijland Jelle Ganzeveld Stefanie van den Berg Sam van Eijk Anne van Lieren Sofia Neto Sander van Duren Piet van Rosmalen Aura P. Nienke van Erven Vidushi S. Natascha Hoogeveen Jeannette Weber Manja Molendijk Alexandra Medellin Thanyawan E. Gabriela Carminatti Caroline Hoek Cynthia Kuipers Ruby Dinkla Michiel V. Daphne Rovers Roos Bekkenkamp Marijn de Leeuw, CCXP Stanley Tjan Looking forward to the next one. 👏

Last call! Join our roundtable on Embedding Data-Driven Journey Management at bol. Together with Amanda van Wijnen (CX Improvement Specialist) and Marieke Miltenburg, CCXP (Customer Experience Strategist) at bol. we’ll dive into how bol’s CXM team is embedding data-driven journey management across the organization — making sure every customer journey has a clear owner and is backed by the right data. We’ll explore: • The role of a central CXM team in orchestrating journey management • How to establish clear ownership of customer journeys • Learnings in streamlining data-driven journey management with product teams and value propositions Expect real-life learnings, practical examples, and plenty of room for discussion. If you’re working on scaling journey management in a product-led environment, this one’s for you. 🗓️ Tuesday, April 15 🕒 15:00 – 18:00 📍 Essense Office, Amsterdam 🔗 Register now: https://lnkd.in/eGeQuYG3

NPS is useful—but not enough. Too many companies rely solely on NPS to measure CX success. While it’s a great benchmark for brand loyalty, it doesn’t tell you where to improve. The real magic happens when you track multiple metrics across the entire customer journey. That’s how you spot opportunities and drive real improvement. 👉 Check out the full episode with Paulo Rodrigues for more! 🎧 Spotify: https://lnkd.in/eM5ep4CG 📺 YouTube: https://lnkd.in/ev5qNXmR

Join the roundtable: Embedding Data-Driven Journey Management at bol. We are partnering with bol’s CXM team to integrate journey management throughout the organization and ensure clear ownership of every customer journey. If you want to learn how to lead a product-led organization with a centralized, data-driven approach to customer journeys, this roundtable is for you. Join us to explore practical strategies for becoming truly journey-led. We'll cover: • The role of a central CXM team in orchestrating journey management • How to establish clear ownership of customer journeys • Learnings in streamlining data-driven journey management with product teams and value propositions Limited seats available—register now! 👇 🗓️ Date: Tuesday, April 15th 🕒 Time: 15:00 – 18:00 📍 Location: Essense Office, Amsterdam 🔗 Register: https://lnkd.in/eGeQuYG3

Did you know that we offer to place our experts to work inside your team to support your running projects? Whether as an interim replacement or just extra hands & brains. Our CX consultants, journey managers, service designers, data consultants, UX designers and researchers seamlessly integrate into your team, on-site or remote, bringing experience from diverse industries and organisations. We match you with the right expertise, ensuring a smooth collaboration that drives results. ✅ Access to a experienced experts across disciplines ✅ External experience from different organisations and domains ✅ Managing your stakeholders while doing the hands-on work ✅ Access to internal meetings and systems Want to know how it works? Check our In-house offering 👇 https://lnkd.in/eYqHVF2y

What an inspiring roundtable on CRO experiments at Nederlandse Spoorwegen! Yesterday we had an engaging session with Lynn Reichenfeld, Kate Backhouse and Annika van Tent, diving deep into the topic of CRO. They discussed the ins- and outs of CRO experiments and how A/B testing cycles at NS helped achieve a 420% ROI in just 4 months! Some key take aways: • Focus and autonomy are essential for a successful team • Start with small tests to show the value of prioritizing learning about user behavior, scale up from there • Optimizing channels from a journey perspective is a key enabler for long-term business impact A big thank you to all attendees for the lively discussions and knowledge sharing. Looking forward to seeing you at the next roundtable! Marien Smit-Bakker, Evelien Fleskens, Chrisz Glasz, Sam Wibowo, Inge Jentink, Sanne Aarnink, Robin Hofman, Paul Leach, Noura Dakkak

Don't miss out on our CRO whitepaper! Imagine running experiments that continuously improve your digital touchpoints—without spending more on marketing. Dutch Railways (NS) did exactly that, and the results speak for themselves. Our latest whitepaper shows you exactly how they did it, and how you can do the same for your organisation: • How NS executed 60 A/B tests to refine their customer experience and achieve a 420% ROI • The 7-week experiment cycle that ensured rapid insights, quick iterations, and continuous improvement • The 5 key principles for successfully implementing CRO in your organisation 💡 Want to unlock the power of CRO for your business? https://lnkd.in/eDsHqe-p

How does bol embed journey management across a product-led organisation and ensure clear ownership of each customer journey? In our next roundtable on April 15th, we’ll dive into the approach we applied for bol to become truly journey-driven. What we’ll cover: 🔹 The role of a central CXM team in orchestrating journey management 🔹 How to establish clear ownership of customer journeys 🔹 Experiences in streamlining data-driven journey management with product teams and propositions Speakers: • Amanda van Wijnen, CX Improvement Specialist at bol. • Marieke Miltenburg, CCXP, CX Strategist at bol. • Lucy Stuyfzand, Journey Management Lead at Essense • Charlaine Janssen, Service Designer at Essense Don’t miss this opportunity to learn from the approach we used at bol and explore how to make your organization journey-driven. Sign up now!👇 🗓️ Date: Tuesday, April 15th 🕒 Time: 15:00 – 18:00 (doors open at 14:30) 📍 Location: Essense Office, James Wattstraat 100, Amsterdam 🔗 Register: https://lnkd.in/eGeQuYG3