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Safe. Smart. Sustainable.

Insight is the foundation for better decisions—and good decisions are the foundation for customer success. ABB Ability™ provides that foundation. Our digital solutions harness IT data, engineering data and operational data, process it with analytics and artificial intelligence (AI) and generate actionable insights for better decision making. So your business is more productive, more secure, more agile.

Browse these customer stories to discover how organizations around the globe use ABB Ability™ solutions to help them make better decisions for greater resilience, faster innovation and improved energy efficiency.

— Exceptional experience at every stage

As air travelers increase in volume and customer expectations rise, airports face increasingly complex demands. meeting strict net zero targets, while ensuring a seamless passenger experience is an ongoing operational challenge., — smart airports, the time has come to connect passengers with airport 4.0 – where infrastructure is sustainability-focused, optimized for efficiency and empowered by abb’s proven digital solutions., take flight with abb, an industry leader in digitalization, abb is ready to provide expert support to airports at any stage of their journey, from planning and design to full operation and after-sales support., working in partnership, we can help implement digital solutions that seamlessly combine your sustainability and business ambitions. the result an exceptional end-to-end experience for partners and passengers alike..

19.7 billion people are expected to fly

5% of the world's CO 2 emissions are produced by air travel*

— Discover more

Building the airport of the future

Electrification is expected to reduce global emisions by 35% by 2050**

96% of decisionmakers say digitalisation is “essential for sustainability”**

Source: ABB Billions of Better Decisions report

— Data driven solutions

Maximize uptime for smoother journeys

Reliable safety for people, equipment and buildings, futureproof operations with scaleable innovation.

— Drive sustainability

Real-time monitoring of energy use and processes across ground operations

Ensure regulatory compliance and meet global emission targets, drive circular economy with retrofits or repairs, not replacement.

— Optimize efficiency

Connect staff with systems for real-time responsiveness

Empower better decisions with digital insight, create friction-free passenger experiences, driven by data.

— Ready to start your journey?

Talk to an expert about your project requirements

Operational Excellence software solutions

Digital solutions transforming the way to run operations in the age of Industry 4.0 - with more flexibility and agility

Operational Excellence with ABB:  Our offering   |  Expert insights  |  Your journey   |  Analyst views   |  Testimonials   |  Downloads   |   Cyber security   | Digital transformation

• meet ever changing customer expectations, price and regulatory constraints
• lower operational risk, lower operating costs, increase revenues through execution excellence
• develop an integrated, real-time operations management across plant and enterprise
• foster continuous improvement and a long-term change in organizational culture

Inspire meaningful change

Our offering

Take smarter steps towards autonomous operations

Expert Insights

Critical for daily decision-making affecting corporate goals

Your Operational Excellence journey

Analyst and ABB views

The convergence of software tools and increasing integration of AI

Advanced analytics solutions can help achieve operational excellence

Transform the whole business, not just parts

Develop a vision for your operations

Improved manufacturing efficiency

Lower production input costs

Improved customer satisfaction

Reduced Inventory

Lower total cost of ownership

Testimonials

"We have partnered with ABB because of their demonstrated commitment to the pulp and paper industry, their proven technical solutions and worldwide team, as well as their clear strategies for future investment and improvement in their MES solutions."

Jeff Wright, Project Director and North American CIO for Sappi

ABB awarded collaborative MES agreement, supporting Sappi’s digital transformation across its entire production fleet

ABB has been selected by Sappi Limited to support a major digital transformation project across its global manufacturing footprint in Europe, North America, and South Africa.

The rollout of ABB’s Ability™ Manufacturing Execution System (MES) for pulp and paper will be a key focus in the digital transformation across Sappi’s entire production fleet. The project has begun and will extend over several years.

GREEN HYDROGEN SUPPLIER

“Around the world, ABB's innovative solutions are improving industrial efficiency, productivity and quality, while minimizing environmental impact. In addition, ABB is already very active in the world of hydrogen and renewable activities. Their experience and broad portfolio will hopefully mean we are in a position to partner on future projects.”

Matthieu Guesné, founder of Lhyfe

Lhyfe’s first green hydrogen clean energy production project

ABB supports a wide range of industries in their digital transformation and will supply the first Lhyfe production site with its Freelance distributed control system and ABB Ability™ Manufacturing Operations Management (MOM) digital platform. These solutions will control all the elements involved in the hydrogen production process at the Bouin site in the Vendée region, France and ABB’s automation technology is being installed to deliver improved efficiency, safety and productivity across the operation.

A STEEL PLANT

“We relied on the metallurgical expertise of ABB’s Metals team as they proved to us that this digital solution could be integrated into our complex plant with its diversified operational procedures. The figures and the results from testing stacked up and we could see the capacity to enhance productivity, improve energy efficiency and generate a relativity quick return on investment too.”

Gajraj Singh Rathore, President, JSW Steel Ltd

ABB completes melt shop digitalization project with India’s leading steel company, boosting productivity and profitability

MINING SITES

 "The performance requirements of a software package that exchanges and processes granular events with rich information in real-time, when compared to a software package designed for periodical manual entry, are like comparing chalk and cheese and that’s where ABB plays a big role. ABB’s investment, both in financial terms as well as time, together with their expertise, is critical for this project.” Listed among the AFR BOSS Most Innovative Companies in 2021.

ETP Managing Director, John Kirkman

ABB links with University of Western Australia to progress Industry 4.0 standards for the future digital mine

"ABB solutions for integrated paint manufacturing process not only reduced manpower required to operate the plant and production cycle time, but also significantly increases reliability, ultimately resulting in savings, better material usage and reduced losses."

One of the world's largest DCS and MES projects for integrated paint manufacturing process

"We aimed to use as many components from within the ABB group as practical. What emerges from all of this is a true digital factory that won First prize in the “Excellent Location Safeguarding by Digitalization” in the renowned industrial competition

David Hajas, Program Manager

Five-fold productivity gain with fully automated chip-to-module line at semiconductor plant in Switzerland

ABB Ability™ Manufacturing Operations System fully automates production, orchestrating connected technologies incl. state-of-the-art robotics, automated guided vehicles (AGVs), RFID tags, etc

More references by industry

• One of the most digitally connected mines - Gold Fields Granny Smith in Australia ( en - pdf - Reference case study )
• CH - H619 Knowledge Manager and LIMS – Application Engineering ( en - pdf - Course description )
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• Executive Brief: 5 business drivers for adopting digital operations and fleet management in mining ( en - pdf - White paper )
• Infographic: Closing the gap in mining productivity with operational excellence software ( en - pdf - Information )
• ABB Ability™ Smart Manufacturing Operations Management Brochure ( en - pdf - Brochure )
• Data sheet - ABB Ability™ Connected Workforce apps for Digital Workflows ( en - pdf - Data sheet )
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• Specialty paper producer achieves cost savings in just six months with ABB Ability™ Manufacturing Execution System| Customer Case Study | Success Story ( en - pdf - Reference case study )
• Technical Deep Dive into ABB Ability BatchInsight ( en - mp4 - Movie )
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• Digitalization for metals - best practices eBook ( en - pdf - Brochure )
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• Quality Data Management | ABB Ability Manufacturing Execution System (MES) for pulp and paper ( en - pdf - Data sheet )
• The metals industry thinks big and gets practical about digitalization - article in MPT International - November 2021 ( en - pdf - Article )
• Steel melt shop is getting smarter - article in Steel Times International - October 2021 ( en - pdf - Article )
• ABB Ability Smart Melt Shop - Brochure ( en - pdf - Brochure )
• Remote MES implementation helps Domtar quickly onboard new coating facility after acquistion | ABB Ability Manufacturing Execution System for Pulp and Paper ( en - pdf - Reference case study )
• Smart Melt Shop solution for JSW Steel ( en - docx - Article )
• Production Planning | ABB MES for pulp and paper | Manufacturing Execution System ( en - pdf - Data sheet )
• Brochure: ABB Ability™ Manufacturing Execution System for Pulp and Paper ( en - pdf - Brochure )
• Implementation of energy management system at Papelera Brandia yields significant savings ( en - pdf - Reference case study )
• Production Management | ABB MES for pulp and paper | Manufacturing Execution System ( en - pdf - Data sheet )
• 31-35 Golden batch analytics ( en - pdf - Article )
• Manufacturing Execution System (MES) provides tissue manufacturer flexibility needed to optimize changing operation ( en - pdf - Reference case study )
• The ABB Ability Manufacturing Operations Management- Overall Equipment Efficiency (OEE) ( en - pdf - Leaflet )
• MES Case study (with Autoline mention) | Ittihad Paper Mill ( en - pdf - Reference case study )
• 78-79 Golden batch analytics ( en - pdf - Article )
• Industry 4.0 to the fore in Tan Thang Cement’s new plant in central Vietnam_Global Cement_December 2020 ( en - pdf - Article )
• ABB´s integrated Sales and Mill system help Kotkamills Oy to cut costs ( en - pdf - Reference case study )
• L&W Lab Management System Press Release ( en - pdf - Press release )
• International Cement Review: Digitalization and sustainability ( en - pdf - Article )
• Cement 4.0 ( en - pdf - Article )
• ABB AbilityTM Knowledge Manager for cement ( en - pdf - Brochure )
• Converting existing mines from fossil fuel to electric | Importance of short interval control and scheduling ( en - pdf - Article )
• ABB AbilityTM Operations Management System ( en - pdf - Brochure )
• ABB Ability Knowledge Manager for mining and mineral processing ( en - pdf - Brochure )
• ABB Artificial Intelligence Hackathon - mining data challenge ( en - pdf - Reference case study )
• ABB Ability for metals ( en - pdf - Brochure )
• Industrial demand-side energy management in Mayr- Melnhof Karton ( en - pdf - Reference case study )
• Improved decision-making ( en - pdf - Reference case study )
• World Cement article ( en - pdf - Article )
• Mining and mineral processing industries - Solutions from mine to market ( en - pdf - Brochure )
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• Golbey Success Story ( en - pdf - Reference case study )
• Case Study of Optimal Byproduct Gas Distribution in Integrated Steel Mill Using Multi-Period Optimization ( en - pdf - Reference case study )
• Success Story - The world’s largest CPM system launched at Stora Enso’s Imatra Mills ( en - pdf - Reference case study )
• Knowledge Manager cement report basic package - ABB's cost efficient entry solution ( en - pdf - Leaflet )
• Energy Expertise ( en - pdf - Reference case study )
• Cementing Ecological Foundations ( en - pdf - Article )
• Upgrading to a Modern Automated Laboratory ( en - pdf - Article )
• Inform IT Knowledge Manager Attain Best-In-Class Cement Manufacturing Operations ( en - pdf - Leaflet )
• Optimización de la energía en la industria del cemento ( en - pdf - Brochure )
• Solutions pour améliorer la performance des procédés cimentiers ( en - pdf - Brochure )
• Knowledge Manager LIMS, Industrial IT: Quality Information Management for the Cement Industry ( en - pdf - Brochure )
• Industrial IT in practice, Automation the intuitive approach (Int. Cement & Lime 1 / 02) ( en - pdf - Article )

Cyber security and data ownership

Digital transformation partnership: you think big, we get practical.

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ABB Smart Buildings Division Recognized by Frost & Sullivan for Its Forward-thinking Intelligent Building Solutions and Exceptional Customer-centric Approach

ABB Electrification’s Smart Buildings Division delivers world-class customized buildings to meet clients' unique requirements, with an innovative portfolio that adapts to modern needs.

ABB enables smart buildings that are energy efficient, remotely controllable, open, and suitable for future modifications in line with changing user demands, making ABB’s offering one of the safest bets on the market for investors and potential customers.

In the commercial space, the company offers a vast digital portfolio through ABB Ability™, a cloud-based platform that reduces costs and optimizes productivity, with a rich set of digital tools that seamlessly integrate with existing systems. ABB Ability TM enables real estate developers, building owners, and investors to future-proof their investments with real-time remote monitoring features, artificial intelligence (AI) capabilities, access control, data analytics, security data, and other benefits that ensure increasingly improved operational efficiency.

“The Smart Buildings portfolio, comprising the intuitive and user-friendly ABB Ability™ cloud-based software-as-a-service (SaaS) solutions, reduces the complexity and cost associated with intelligent buildings solution implementation, thereby driving adoption across diverse building segments. Furthermore, these solutions help real-world customers make buildings safer, smarter, and more sustainable by supporting their end-to-end sustainability journeys,” noted Frost & Sullivan Industry Analyst, Anirudh Bhaskaran.

Unlike competitors, ABB develops its sophisticated solutions by collaborating closely with various stakeholders across the value chain to evolve along with market trends and to meet customers’ ever-changing needs. For this reason, the company carefully listens to its customers and adjusts its market strategy to solve problems early in the solution development process.

Furthermore, the company has an outstanding customer satisfaction rate, which enables it to gain new customers through word-of-mouth accolades and industry recognition. As a result, ABB significantly increases its customer base each year, outperforming its closest competitors.

“This award is a clear recognition of the success of ABB Ability TM in providing excellent customer value and quality in the delivery of smart buildings technology.  It reinforces and reflects our overall commitment to deliver best-in-class intelligent building solutions and applying the latest in digital innovation, alongside our focus on providing customer value along the product lifecycle, from sales, planning, purchase and aftercare,” said Lucy Han, Head of Global Product Group Building and Home Automation Solutions, ABB Smart Buildings.

“In addition to this continual customer-driven product innovation, ABB strongly supports its customers throughout the customer journey, from understanding the offering, solution selection/planning, installation, commissioning, and user operation to daily maintenance and end-of-life handling. Within this context, the company ensures optimal customer satisfaction during its solutions’ active lifecycle by using base technologies that fulfill customer requirements, ensuring forward-backward product compatibility, and continuing to support legacy solutions,” said Sama Suwal, Best Practices Research Analyst at Frost & Sullivan.

Each year, Frost & Sullivan presents this award to the company that demonstrates excellence in implementing strategies that proactively create value for its customers, focusing on improving the return on the investment that customers make in its services or products. The award recognizes ABB for its unique ability to augment customers’ value, beyond simply good customer service, leading to improved customer retention and customer base expansion.

Frost & Sullivan Best Practices Awards recognize companies in various regional and global markets for demonstrating outstanding achievement and superior performance in leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analyses, and extensive secondary research to identify best practices in the industry.

About ABB ABB (ABBN: SIX Swiss Ex) is a technology leader in electrification and automation, enabling a more sustainable and resource-​efficient future. The company’s solutions connect engineering know-​how and software to optimize how things are manufactured, moved, powered, and operated. Building on more than 130 years of excellence, ABB’s ~105,000 employees are committed to driving innovations that accelerate industrial transformation.  www.abb.com .

Electrifying the world in a safe, smart and sustainable way, ABB Electrification is a global technology leader in electrical distribution and management from source to socket. As the world’s demand for electricity grows, our 50,000+ employees across 100 countries collaborate with customers and partners to transform how people connect, live and work. We develop innovative products, solutions and digital technologies that enable energy efficiency and a low carbon society across all sectors. By applying global scale with local expertise, we shape and support global trends, deliver excellence for customers and power a sustainable future for society. go.abb/electrification

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Hi business innovator,

Bedankt voor de interessante sessie van deze week!

Wij hebben de uitkomsten van de afgelopen 3 sessies vertaald in een user story voor over 5 jaar. Het verhaal wordt verteld wordt vanuit Nick, een ideale gebruiker van het concept Beestengeluk over 5 jaar.

Vandaag vragen we je om de user story en door te lezen, en vanuit jouw kritische blik na te denken over wat de impact gaat zijn van de implementatie op een termijn van 3-5 jaar.

We verwachten dat je er 15-20 minuten mee bezig bent.

Let's create customer value!

We are customer journey experts.

We believe that customer journeys are about people! Not only about the money they spend, but also about their experience and satisfaction with the process. In the digital age, the essence of retail is building valuable relations with individual customers.

We provide inspiring insights, smart methods, and practical tools

establish how good your journey really is

address, valuate and prioritize journey improvements

measure and manage performance progress

Our customers

We help B2C and B2B companies with insights and tools to become truly customer-focused.  

Our international clients (retailers, brands, consultants and private equity) will tell you that we are Dutch and rather direct, but also that they are very happy with our fundamental, committed, and methodical approach.  

We have clients in a wide range of product categories  and are happy to share relevant cases with you.

Read more about how Würth improved their customer experience 4,6 times faster than their competitors.

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Customer Journey Experts

Providing our customers with the best possible experience, anytime and anywhere.

What’s it like to always offer your customers the very best, most consistent experience possible – in everything you think and do? Our Customer Journey Experts (CJEs) know the answer better than anyone. They combine the skills of a product manager, a formula manager and a marketing specialist to enable our customers to take care of their finances easily, quickly and efficiently – as digitally yet as personally as possible.

Optimising the customer journey

The Customer Journey Experts provide the ultimate ‘customer journey’, from the first orientation until the fulfilment. They handle both the processes, products, policy as IT. You will work in ‘squads’. These are multi-disciplined, self-controlling team consisting a maximum of nine experts: CJE’s, IT Developers, Data Analysts and Product Specialists. The composition depends on the customer journey the squad is working on. As a CJE, you will be part of a chapter. A chapter is organises around an expertise and focusses on personal growth and the development of craftsmanship. Sharing your knowledge and improving yourself and each other is the point of focus. This happens through i.e. workshops, sessions and sharing best practices.

What is your role?

You continuously work to optimise and innovate products and the customer journey. You might think of and implement new or improved mortgage propositions. You might develop a new feature for our mobile banking app or perhaps be involved in a complete redesign of ‘Mijn ING’.

The products that you and your colleagues develop could eventually be rolled out worldwide, so just think of how many customers your work will impact on!

Interested?

At this moment we don’t have any vacancies within this expertise. Will we see you back soon?

Shashank Jhawar | Customer Journey Expert and Chief Product Owner

I wouldn’t want to miss the big shift we’re heading for in trade finance

Cecile Botden | Customer Journey Expert at Daily Banking

Even small changes to our services have a big impact

Lianne Tollenaar | Customer Journey Expert, Tribe Assisted Channels

We help our customers with increasingly intelligent systems

Customer Journey in a Nutshell – Eine methodische Einführung

• First Online: 02 November 2022

Cite this chapter

• Michael Kempe 2  

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Zusammenfassung

Das heutige Marketing ist ohne Customer Journey kaum noch denkbar. Sie ist essenzieller Bestandteil eines effektiven und effizienten Customer-Experience-Managements. Nur auf der Basis einer systematischen Analyse und zielgerichteter integrativer Maßnahmen entlang der Customer Journey ist es Unternehmen heute möglich, sich bei der Vielzahl analoger und digitaler Touchpoints im Wettbewerb zu behaupten. Der vorliegende Beitrag gibt einen Überblick über Ursprung und Begriff sowie Ziele der Customer Journey, stellt den Modulbaukasten der Customer Journey vor und gibt weiterführende methodische Hinweise zu dessen konkreter Umsetzung in einem integrierten Online- und Offline-Channel Marketing.

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Kempe, M. (2022). Customer Journey in a Nutshell – Eine methodische Einführung. In: Butzer-Strothmann, K. (eds) Integriertes Online- und Offline-Channel-Marketing. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-38048-9_4

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