This graduation project aims to create a solution, which will enable customer-facing employees to increase employee engagement and customer satisfaction. It does so by optimizing digital supportive resources. The solution tries to resolve the gaps between current supportive resources and ideal supportive data & tools. By bridging the gaps, the solution also could affect information overload and the limitation from the data privacy. Finally, a solution includes a principle and a set of tools are presented. That includes the “JET principle” to align the information structure of customer status across supportive tools. A set of tools “JET banner” “Live JET” and “Empowered JET” indicate real-time customer status in supportive tools, and suggest improvements in service procedures. Through those solutions, the customer-facing employees will have access to the real-time optimized customer status. That could enable and engage those customer-facing employees to offer more empathy in their working context, which will, in turn, improve customer satisfaction.

In 2014, a project, Living Lab Land Subsidence, is established to find a sustainable solution for land subsidence problem in Gouda. Being a part of the project, this research focuses on building a high-resolution groundwater model (2m*2m) by describing the model (such as recharge, leaky sewerage pipes) in local details. Water management strategies can be tested in the model to observe their effects on the groundwater levels. Then this model can be linked to a land subsidence model for further study on land subsidence under different (ground)water management scenarios.