FEATURED CASE STUDIES

DX Success Enhancements Program

This governmental platform supports millions of beneficiary journeys across multiple ministries. 

Situation -  The governance framework and instruments required stronger alignment, with clearer responsibilities and better integration of processes, systems, people, and data. The program scope focused on four dimensions critical to customer success: the customer experience value chain, technologies & AI tools, AI-driven data, and customer satisfaction management.

Cross-sector Digital Transformation Strategy Design, Road mapping, and Implementation

Governmental agency responsible for national Digital Transformation under Vision 2030. 

Situation -  This agency needed to accelerate its digital transformation efforts. The challenge was to coordinate complex, cross-sector initiatives to govern ecosystem alignment, raise digital maturity, align and integrate data sources, enhance customer experiences, and accelerate platform service innovation with all government entities, requiring a structured strategic approach.

Policies, processes, SOPs, and RACI-matrix for 33 departments

This authority is responsible for managing and regulating local commercial ports.

Situation -  The Authority started passing the responsibilities of management, operations, and maintenance to the private sector to enhance service-offers capable of competing regionally. To manage this process effectively, enhanced governance of the complete organization was required. 

Digital Customer Experience Roadmap Design Financial Services

This Financial Institute manages a loan solutions portfolio of over US 15 Bn. helping private sector companies with their financing needs varying from working capital to long term investments.

Situation - In 2019, it was decided to digitize all client life cycle stages, including client/project eligibility screening, loan application acceptance, disbursement, and repayment. 

However, both client representatives and internal users have been facing challenges since the introduction of the platform. Taco of eMs led the project with a local team of 6 people. 

Digital Customer Journey Scan Healthcare Retailing

This Dutch drugstore retailer serves consumers in multiple countries with over 300 physical stores in more than 40 cities and operates an e-commerce platform offering a complete assortment of healthcare and drugstore products and services.

Situation - Over the past years the company overhauled the complete brand concept by adding more value added services and revamping the offer portfolio. A new e-commerce platform was introduced a couple of years ago, however, neither the communication function, nor the e-commerce performance have been optimized to serve the company's commercial objectives.  

Repositioning  a Global Airline Frequent Flyer Program

Global frequent flyer program driving customer loyalty for one of the oldest global airlines.

Situation - The frequent flyer program had grown organically and through partners to over 1 million members over a period of 10 years. However, the program overheads were expanding annually while the value added contribution to the airline's P&L was not obvious.

Taco Nieuwenhuijsen was requested to propel a change program for the global Loyalty department, to enhance the performance of the frequent flyer program, and to introduce CRM to the company.

Customer-Centric B2B Funnel Strategy Deployment

This company is a multi-division leader of professional services and solutions for Governmental, institutional, and corporate clients in Saudi Arabia.

Situation - The bidding process related professional services for (semi)Governmental organizations is long, time consuming and the integral out-of-pocket cost can run easily into six digit numbers' for large bids. In addition, past customer experiences heavily affect the chance-to-win of future projects/contracts.

Business Traveler Growth Strategy NRW Germany

This business case is related to a market share growth strategy of a global airline in the German market. Whereas the airline's market share in the Netherlands was above 55%, just over the border in Germany it was only 6%. 

Situation -  North Rhine-Westphalia is one of the largest Bunderlander of Germany with over 17Mn residents. However, we knew from quantitative consumer market research, that frequent travelers only made up 4% - or approximately 500.000 persons - of the total adult population.

Hence, to reach them effectively while avoiding wasting millions of marketing dollars on expensive mass media campaigns, we had to come up with a disruptive strategy (please bear in mind that those days internet and email campaigns did not exist).

Brand Portfolio Strategy

This multi-division company is a leader of professional services and system solutions for Government, institutions and corporate clients in Saudi Arabia.

Situation - Over the past 40 years, the fast paced organic growth of this company meant many new divisions were included without enhancing brand management. While many divisions are targeting and servicing the same (semi) Governmental and private sector customers, obvious inconsistencies in service delivery led to conflicting customer experiences at a client's level.

Taco Nieuwenhuijsen initiated and led the complete program.

Disruptive Hospitality Venture: Dhiafa.com

Dhiafa.com is a disruptive hospitality platform tapping into unserved needs of consumers and hospitality operators. 

Situation -  The Saudi Arabia 2030 vision is offering very attractive opportunities in reference to inbound Umrah tourism with the majority of the 1.8Bn Muslims coming from Asia. In addition, the upcoming upper/middle income classes in Asia, combined with increased travel and mobility, will have its impact on the short and long term accommodation many GCC markets, and Dubai specifically. Taco Nieuwenhuijsen, CEO of eMs, is the principal founder of Dhiafa.com and the hospitality concept.

Strategic Change Retailing: E-commerce platform

Domoces is an MNC subsidiary company of e-commerce platforms selling DIY home automation solutions and products.

Situation - A global MNC division selling smart home automation products through traditional DIY chains in Germany was loss-making for a consecutive period of 10 years. Taco Nieuwenhuijsen was acquired as the Managing Director of the division to come up with a disruptive strategy that would bring an end to the negative track record to date.

Disruptive Community-based Platform as a Service

In 2001, kaboem.nl was, with more than 600K members, the first and largest teenager community-based marketing PaaS of the Netherlands.

Situation - Since the mid-nineties, the internet was gaining traction amongst service -and media companies. Two leading media companies - bookmark.nl and nickelodeon - of the Netherlands had the idea of establishing a digital platform as an extension of the TV media activities. Taco Nieuwenhuijsen was requested to materialize the idea as a founding partner and MD of the company.

Funnel Strategy Systems & Solutions Division in KSA

With a solutions portfolio covering more than twenty global brands, This Systems & Solutions Division has been satisfying client needs of the Governmental, semi-Governmental and private sectors for more than 24 years in Saudi Arabia. 

Situation -  Due to a combination of changing needs of clients like Aramco, Sabic and Maaden, increased competition, and insufficient internal prioritization, the company was not achieving the expected financial results. 

E-commerce Platform Enhancements

This travel platform offers travelers the best accommodation selection for each occasion. 

Situation - The platform was launched in 2012 as a regional Arabic online travel guide (11Mn Arab visitors from over 45 countries in 2016). In 2016, it was agreed to pivot the platform into a commission-based accommodation booking platform. However, this appeared to be a costly strategy yielding limited revenue.