Guidelines for digitalising customer interaction

Challenge and Task

Liander – one of NL’s biggest energy compagnies was looking for strategic guidelines for the digitalization of her customer interaction.


In co-creation with their strategy department we designed a set of guiding principles on how to secure the human needs of their customers while digitalizing. Delivering an extensive set of actionable pointers on how to balance between the needs of their customers and cost efficiency.

“When we applied the principles of Trendsactive to our customer communication, we increased the response rate with 25%.”

– Marketing and Communication manager Liander

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Kees Elands


+31 6 14 27 70 04