Henkel (Belgium)

This paper aims to explore the critical transition from traditional customer service to a comprehensive customer experience (CX) approach. A Henkel Adhesive Technologies case study, it highlights how integrating a customer-centric mindset within the supply chain can significantly enhance business performance and customer satisfaction. The paper outlines Henkel’s journey in collaboration with Bluecrux to implement a CX-focused strategy, emphasising the importance of state-of-the-art technology, process optimisation and a people-centric culture. Readers will gain insights into the necessity of understanding customer expectations and the impact of emotional engagement on loyalty. The paper provides practical knowledge on developing a CX transformation programme, including key elements such as digital platforms, process documentation, organisational restructuring and employee training. Additionally, it underscores the importance of performance measurement through customer and employee feedback to ensure continuous improvement. By prioritising CX as a strategic imperative, companies can differentiate themselves in a competitive market, foster deeper customer relationships, reduce churn and drive sustainable growth. This comprehensive approach to CX promises tangible business outcomes, such as increased revenue, higher customer satisfaction and enhanced brand loyalty.

Abstract The EU crystalline silicon (c‐Si) PV manufacturing industry has faced strong foreign competition in the last decade. To strive in this competitive environment and differentiate itself from the competition, the EU c‐Si PV manufacturing industry needs to (1) focus on highly performing c‐Si PV technologies, (2) include sustainability by design, and (3) develop differentiated PV module designs for a broad range of PV applications to tap into rapidly growing existing and new markets. This is precisely the aim of the 3.5 years long H2020 funded HighLite project, which started in October 2019 under the work program LC‐SC3‐RES‐15‐2019: Increase the competitiveness of the EU PV manufacturing industry. To achieve this goal, the HighLite project focuses on bringing two advanced PV module designs and the related manufacturing solutions to higher technology readiness levels (TRL). The first module design aims to combine the benefits of n‐type silicon heterojunction (SHJ) cells (high efficiency and bifaciality potential, improved sustainability, rapidly growing supply chain in the EU) with the ones of shingle assembly (higher packing density, improved modularity, and excellent aesthetics). The second module design is based on the assembly of low‐cost industrial interdigitated back‐contact (IBC) cells cut in half or smaller, which is interesting to improve module efficiencies and increase modularity (key for application in buildings, vehicles, etc.). This contribution provides an overview of the key results achieved so far by the HighLite project partners and discusses their relevance to help raise the EU PV industries' competitiveness. We report on promising high‐efficiency industrial cell results (24.1% SHJ cell with a shingle layout and 23.9% IBC cell with passivated contacts), novel approaches for high‐throughput laser cutting and edge re‐passivation, module designs for BAPV, BIPV, and VIPV applications passing extended testing, and first 1‐year outdoor monitoring results compared with benchmark products.

Smart Electronics’ market trends like 5G Telecom and Autonomous Driving are driving advanced semiconductor packaging innovations towards higher functionality, enhanced connectivity at higher frequencies, smaller form factors (miniaturization) and reduced power consumption. To meet these demands, semiconductor package designs continue to evolve towards Multiple and Thinner Die using System-in-Package and Wafer Level architectures. Especially for next generation smaller RF devices like Front End Modules, tight Keep-out-Zones, shorter interconnects and improved thermal management are key to enable next gen package designs. The industrial and automotive industry are looking in parallel for Pb solder replacement with improved (automotive) reliability for typically larger die size and metal lead frame components which is very challenging from stress point of view. This paper will describe the successful development of hybrid silver sintering die attach adhesives for RF applications and continued development work in progress to pass automotive temp cycling on larger die sizes in lead frame packages. Processing of such hybrid silver sintering adhesives on standard die attach equipment without pressure and maximum $200^{\circ}\mathrm{C}$ oven cure under N2 and or AIR conditions are other key development targets.

Modules, in which pre-cut crystalline silicon solar cells – or shingles – are assembled into solar modules by placing the pre-cut cells in a shingle-like way on top of each other, have gained a lot of market attention in the last years. Such cell lay-up in the module has as main advantage an increased module output, due to more efficient packing without inactive space between cells. An additional benefit is that no important modifications to the cell production process are needed. The first commercial market-available modules use electrically conductive adhesives (ECAs) to connect the pre- cut cells into strings. This paper will demonstrate that using ECAs with optimized properties will result in reliable solar modules. Adhesive properties such as adhesion strength, Young’s modulus, volume resistivity and contact resistance are shown in combination with the thermocycle reliability data of ECA-assembled modules. Application techniques suitable for high-volume manufacturing are demonstrated.

This study investigates which of four objective organisational characteristics determine the attractiveness of organisations for prospective applicants and the degree to which the Big Five personality factors moderate the effects of some of these organisational attributes. To this end, 359 final‐year students (engineering and business majors, 71% men, mean age = 22.4 years) read short descriptions of organisations. These descriptions varied on four organisational characteristics (i.e. organisation size, level of internationalisation, pay mix, and level of centralisation). The students had to indicate their attraction to the organisation. Additionally, they provided self‐ratings on a personality inventory. The results show that prospective applicants are more attracted to large‐sized, medium‐sized, decentralised, and multinational organisations. Next, the results indicate that several personality characteristics moderate the effects of organisational characteristics on attractiveness. For instance, the factor conscientiousness moderates the effect of organisational size, with subjects high on conscientiousness being more attracted to large‐sized organisations. The factor openness/intellect moderates the effect of internationalisation, with subjects high on openness/intellect being more attracted to multinational organisations.