Olfred Nijenbanning

Olfred Nijenbanning

Manager Customer Analytics at RVO (The Netherlands Enterprise Agency

Olfred Nijenbanning

At RVO, we help hundreds of thousands of enterprising Dutch people move forward in the field of sustainability, doing business across borders, agricultural entrepreneurship and innovation. Together with our partners we make the Netherlands economically stronger and more sustainable.

As Manager Customer Analytics, I am responsible for measuring, analysing and researching customer needs, the customer journey and the customer experience (CX/UX research). My team CX-specialists (customer data analysts, customer researchers and UX/service designers) is continuously working on making the experience (perception) of RVO.nl customers visible and discussable within RVO.nl: for all projects and schemes and for all parts of the organisation!

Our goal is to contribute to the continuous improvement of our services and to achieve a positive(er) customer experience!

A recent achievement that I am proud of is the realisation of the (mobile) RVO UX-lab with which we can carry out independent user tests both at our offices and at the customer’s kitchen table. In addition, in this Corona era, we are adding great value for our customers and clients with the implementation of virtual Service Improvement Teams: multidisciplinary teams of CX specialists who work together with communication advisors, content experts, departments and ICT to (re)design and optimise services in a short period of time from the perspective of the customer and his/her customer journey, thus improving the customer experience and customer orientation.

 

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