Case Liander

Visualization for the implementation of Customer Journey Thinking Toolkit


Liander is a Dutch utility company which operates in the distribution of electricity and natural gas  in part of the Netherlands. Liander NV is the largest utility company in the Netherlands, managing the energy network in several important provinces.


Through visualization and communication we take the organization along on customer journey thinking road, through which we visualize, explain, open up to experiences, and thus roll out new ideas together within the Liander organization.


What Liander wondered:


  • What are the unambiguous views and definitions of customer travel, taxonomy, customer processes and touchpoints within Liander, namely the segments Consumer & Small Business, Large Business and (Marktpartijen)Market Parties?                                      

  • Which unambiguous customer journeys, structure and design do we choose? What is the naming convention that we choose within Liander?                                           

  • How can we present customer journeys  witha clear structure and uniform design of information in a few illustrations and visualisations, so that the organization understands quickly and efficiently what customer journey thinking is?                                                               

  • What activities and initiatives are needed to ensure the rapid implementation of customer journey thinking within Liander? How do we implement customer travel thinking?

The Conexperience solution:


  • Crafting the definitions of customer journeys, taxonomy, customer processes, objectives and touchpoints within Liander, namely for the segments Consumer & Small Business, Large Business partners.


  • Visualization according to a customized route of the 10 most important Customer Journey Maps, in which we standardized a main style for Liander. 


  • Toolkit for communication, including all illustrated touchpoints and life cycles as separate images, to be used in presentations. A toolkit that includes a standardized Customer Experience language, communication plan, and advice to implement customer journey thinking.

What was needed

Customer Journey Mapping

CX Strategy

Customer Excellence

Let's talk!

Dokter van Deenweg 162, 8025 BM Zwolle, The Netherlands 

  • Black LinkedIn Icon
  • Black Facebook Icon
  • Black Twitter Icon
  • Black Instagram Icon

Thanks for submitting!

Connecting you and your Customer for life

Conexperience is:

Logo G-CEM CertificationLogo_JPEG.jpg

Connect with us!

  • White LinkedIn Icon
  • White Facebook Icon
  • White Instagram Icon
  • White Twitter Icon
  • White YouTube Icon

Conexperience © 2020