Tim Thijsse
Tim Thijsse
Tim, a Customer Experience Specialist at Online Plastics Group, brings a rich background from serious gaming to insurance and is publisher the book 'Maturing in Customer Experience Optimisation' and owner of the newsletter Digital Experience Collective. His impactful journey includes winning the Belgian Usability Award, streamlining insurance choices, and transforming Beerwulf's approach, reducing customer emails by 50%. Tim's 2026 focus is standardizing CX initiatives, centralizing insights, and using AI for inspiration.
Agile Customer Experience in Practice: How AI Turned Our Backlog Into a Learning System
The instinct in most organizations is to bolt AI onto existing reporting workflows. The result is faster reports, prettier dashboards, and the same Decision Gap.
Agile Customer Experience: Why your backlog is a graveyard for customer value
As business managers, we must realize that customer value isn't a byproduct of a good sprint; it should be the driver of it. It’s time…
Contextual Segmentation: Why context explains customer behavior better than clicks alone
Most segmentation models rely on behavioral data such as clicks and pageviews. But in many industries, understanding the real-world context behind a purchase explains...
From testing to systemic growth by design: How agentic AI exposes your operating model
Most organizations say they want to be data-driven. Very few are structurally designed to be adaptive. Customer Experience is entering a new phase. Agentic AI,...
Synthetic empathy: why AI stretches the boundaries of customer experience
AI enables scalable personalization, real-time sentiment analysis, and continuous voice-of-the-customer measurement. But empathy alone does not create customer value.
Calculating the ROI of customer audiences
In this analysis, we dive deeper into the Value of Customer Types or Segments, focusing on how identifying and nurturing the most valuable customer...
Effectively handling customer feedback and customer signals
14.3% of customers don't say they've had a bad experience (2). Therefore, it's important to connect users who do say something to users exhibiting...
Using AI for Voice of the Customer in 7 steps
Much mentioned but not always a clear guideline on how to apply it in your customer research. Here are three common Prompts I use...