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Vacanceselect ANVR 12 September 2019 1
Customer branding in team
#A
Customer Expert Lead Europe
Budgetholder, visieen strategieEuropeesche
contact organisatie
Opleiden, trainen en onderwijs!
Employer Branding2.0 versus
Talentontwikkeling
Customer Commerce
Spreker&Blogs
4
5
France
#281
Italy
#318
Croatia
Slovenia
Spain
#47
Switzerland
Luxembourg
Austria
Portugal
Hungary
Sweden
Belgium
Netherlands
Denmark
Germany
6
7
8
Glamping
Camping
google trends
9
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11Data and Customer interaction
Here we come!
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Op basis van Customer Journey Management
Bron #engage17Op basis van leeftijden
Millennials 18-35
Generation X 36-50
Baby Boomers 51-70
Silent 70+
Bron Verint #engage17Kijk naar data om je visie te
onderbouwen…
16
Cultural differences for same customer journey
17
DE
BE
DK
UK
NL
FR
Wat ondervonden wij? NPS op basis van cultuur
System architecture is also communication….1e lijn 2e lijn
Multi-channelcontactmanagement
DB
Klant
Systemen
CRM
reporting
BO
DWH
X-server
Afd. X
Afd. Y
Afd. Z
18
Verint express
Front end
Our Agent Front End
Telefoon
Social/Tracebuzz
Een Europese FAQ
22
Onderzoek trends….
Chat, chatbot Platform & Chained content
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Facebook communication per month
24
25
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Shocking: 24% of the millennials and 12% van other younger generation try to reach
organizations…..Social media tracking and social brand buzz
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27Quick win: Data and Customer interaction
28
C-SAT = (customer) satisfaction after a booking, before holiday
Team A t/m G EU Operations EU
31
Change!
Speed, Trust, Connectivity
proactive customer support
• Dare to innovate and change!
• Create a (omnichannel) seamless online experience based on AI and machine learning
• Self-service if possible, personal contact if necessary
• Customer problem/question solving before they have to think about it
• Conversations to deliver to the customer promise
• It’s all about the insights………………….
• 85% Of Jobs That Will Exist In 2030 Haven’t Been Invented Yet
The current way of working can be modernized and be made more efficient
Change management
33artificial intelligence
-Artificial Intelligence (AI) is intelligence exhibited by machines
-An ideal ‘intelligent machine’ is a flexible rational agent that perceives its environment and take actions that maximize its changes of success at some goal.
-Understanding Human Speech
-Interpreting complex data
The old way of working can be modernized and be made more efficient
34
Machine Learning
-Machine learning is the ability for system to take basic knowledge and apply that knowledge to new data.-Raises ability to discover new information. -Finds unknows in data
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Speech translation = communicationSource: Totta research
36
Speech translation = communicationSource: Totta research
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Speech translation = communicationSource: Totta research
38Change: Future developments will reshape our complete architecture!
Focus on soft skills
Go digital Stay Human
39
Skills en onderwijs
Internal organization
Ik zie jou! Zie jij mij?
Wij (het MT) balanceerde
dagelijks tussenbrandjes blussen en
vooruit willen….
44
Chatbot Vacanceselect via Facebook
Chatbot Plaform & Chained content
Future Skills and competence
45Agile leadership - management
Questions or Follow? You’re welcome!
Leuk dat je er was!
Eveline