Event FOCI2020

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19 NOVEMBER 2020

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ONLINE EVENT

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10.00 – 15.00 uur

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Weet jij jouw klant te verrassen?

Dat is geweldig. Maar wat jouw klant vandaag verbaast en enthousiast maakt, is morgen weer gewoon. Lukt het je morgen weer? En overmorgen?

Klanten willen persoonlijke aandacht. Ze willen erkend en herkend worden. En hun verwachtingen blijven veranderen, bijvoorbeeld door de huidige pandemie. Als organisatie moet je hierin mee, of je zult verliezen. Maar hoe richt je je digitale service zo in dat je in staat bent om de klantverwachting te kunnen overtreffen? Hoe versnel je digitalisering en innovatie in een complexe organisatie? Welke nieuwe technologische mogelijkheden zijn er om klantinteractie persoonlijker en relevanter te maken?

Deze vragen, en meer, beantwoorden we tijdens FOCI2020. Zorg dat je erbij bent!

Presentaties, speeddates & online stands

Wij vinden interactie belangrijk. En als bezoeker van ons event, jij waarschijnlijk ook. Daarom kun je via ons event platform ook écht actief deelnemen. Naast de presentaties, heb je ook de kans om te netwerken (via korte speeddate-sessies) en kun je demonstraties bijwonen (bij online stands).

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  • Nieuwe innovaties op het gebied van klantinteractie
  • Marktontwikkelingen op het gebied van Customer Experience
  • Klantcases en demo’s die innoveren op het gebied van klantinteractie
  • Hoe je innovatie tussen Business/Marketing & IT kunt versnellen
  • De rol van datakwaliteit bij uitzonderlijke klantenservice

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Programma

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09:45 – 10:00 uur

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Netwerken &  1-op-1 speeddatesessies

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Een virtuele kans voor zakelijke professionals om contact te maken met elkaar! 60 seconden snel netwerken. Leer elkaar kennen, bespreek onderwerpen en maak contact!

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10:00 – 10:15 uur

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The Future of Customer Interaction – Hoe sneller innoveren

[/et_pb_text][et_pb_team_member name=“Patrick Roelandt“ position=“Managing Director | Dialog Groep“ image_url=“https://dialoggroep.eu/wp-content/uploads/2020/10/150×150-websit-DG-PB-2.png“ _builder_version=“4.6.5″ header_text_color=“#4f4f4f“ border_width_all_image=“10px“ border_color_all_image=“rgba(0,0,0,0)“]

De meeste grote en zelfs kleinere bedrijven worstelen met het innoveren van hun digitale klantinteractie. Om de snel veranderende klantbehoeften bij te houden, is een nieuw paradigma nodig. IT moet een ‘ondersteunende houding’ aannemen en accepteren dat de rol van marketing en business groeit. Patrick zal zijn toekomstvisie delen.

[/et_pb_team_member][/et_pb_column][/et_pb_row][et_pb_row column_structure=“1_4,3_4″ _builder_version=“4.6.5″ _module_preset=“default“][et_pb_column type=“1_4″ _builder_version=“4.6.5″ _module_preset=“default“][et_pb_text _builder_version=“4.6.5″ text_font_size=“20px“]

10:15 – 10:35 uur

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Trends & ontwikkelingen op gebied van Digital Customer Experience

[/et_pb_text][et_pb_team_member name=“Kaspar Roos“ position=“Founder & CEO | Aspire“ image_url=“https://dialoggroep.eu/wp-content/uploads/2020/10/150×150-websit-DG-PB-1.png“ _builder_version=“4.6.5″ header_text_color=“#4f4f4f“ border_width_all_image=“10px“ border_color_all_image=“rgba(0,0,0,0)“]

Digitalisering verandert de wereld fundamenteel, we kunnen dit niet langer negeren. Niet alleen digitaliseren, ook humaniseren! Hoe je de customer experience succesvol met jouw organisatie kan transformeren in alle klant- kanalen.

[/et_pb_team_member][/et_pb_column][/et_pb_row][et_pb_row column_structure=“1_4,3_4″ _builder_version=“4.6.5″ _module_preset=“default“][et_pb_column type=“1_4″ _builder_version=“4.6.5″ _module_preset=“default“][et_pb_text _builder_version=“4.6.5″ text_font_size=“20px“]

10:35 – 10:55 uur

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Snel veranderen in de gezondheidszorg: een chatbot in 1 week

[/et_pb_text][et_pb_team_member name=“Antoinette Tekstra“ position=“Afdelingshoofd Klantencontactcentrum | Star-shl“ image_url=“https://dialoggroep.eu/wp-content/uploads/2020/10/Antoinette-Tekstra.png“ _builder_version=“4.6.5″ header_text_color=“#4f4f4f“ border_width_all_image=“9px“ border_color_all_image=“rgba(0,0,0,0)“]

Hoge nood in het Klant Contact Center. Hoe Corona-drukte helpt om sneller te digitaliseren. Binnen 1 week werd een chatbot bedacht en ingericht en werden medewerkers getraind om dit te beheren.

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10:55 – 11:25 uur

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De transformatie van outputmanagement naar customer engagement

[/et_pb_text][et_pb_team_member name=“Edgar van Waardenburg“ position=“Product Owner Multichannel Customer Communication | Nationale-Nederlanden“ image_url=“https://dialoggroep.eu/wp-content/uploads/2020/10/Edgar-van-Waardenburg-NN.png“ _builder_version=“4.6.5″ header_text_color=“#4f4f4f“ border_width_all_image=“10px“ border_color_all_image=“rgba(0,0,0,0)“]

Maximale verbinding met klanten bereiken, via innovatieve kanalen, gericht op de wens en behoefte van de klant.

[/et_pb_team_member][et_pb_team_member name=“Edwin Nuijten“ position=“Manager Content & Communic
ations Services | Nationale-Nederlanden“ image_url=“https://dialoggroep.eu/wp-content/uploads/2020/10/Edwin-Nuijten-NN.png“ _builder_version=“4.6.5″ header_text_color=“#4f4f4f“ border_width_all_image=“10px“ border_color_all_image=“rgba(0,0,0,0)“]

Managen van alle Outbound, Inbound klantcommunicatie en de archivering daarvan, binnen een zeer omvangrijk stakeholderveld. 

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11:25 – 11:55 uur

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Paneldiscussie met experts over klantgerichtheid & klantinteractie

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12:00 – 13:00 uur

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Pauze met netwerken, speeddate-sessies, bezoek expo met demo’s bij partner stands

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13:00 – 13:15 uur

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Market Study: Customer Experience in a Post-COVID-19 World

[/et_pb_text][et_pb_team_member name=“Greg Van den Heuvel“ position=“EVP & GM | Precisely EngageOne“ image_url=“https://dialoggroep.eu/wp-content/uploads/2020/10/Greg-van-den-heuvel.png“ _builder_version=“4.6.5″ header_text_color=“#4f4f4f“ hover_enabled=“0″ border_width_all_image=“10px“ border_color_all_image=“rgba(0,0,0,0)“ sticky_enabled=“0″] How CX Leaders are Reinventing their Strategies to Meet Customer Expectations in the Post-Pandemic ‘New Normal’.
COVID-19 has already changed CX forever. It has disrupted in-person interactions. It’s transformed customer behaviour. And it’s resulted in a digital space that’s noisier and harder to cut through in than ever.
In today’s digital environment, how do you maximize impact to meet members and prospects in their moment of need? How do you optimize your digital engagement, while maintaining a personalized connection with your customers?
In research recently conducted by Precisely and Corinium Intelligence:
• 86% of CX leaders say they’ve updated their strategies since COVID-19
• 79% of CX leaders say that COVID-19 has increased the volume of digital interactions
• And 50% of CX leaders say customers now expected more seamless, digital experiences
Greg explores the trends and key technology investments that are shaping the customer experience marketplace for 2021 and beyond.[/et_pb_team_member][/et_pb_column][/et_pb_row][et_pb_row column_structure=“1_4,3_4″ _builder_version=“4.6.5″ _module_preset=“default“][et_pb_column type=“1_4″ _builder_version=“4.6.5″ _module_preset=“default“][et_pb_text _builder_version=“4.6.5″ text_font_size=“20px“]

13:15 – 13:45 uur

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Grow your business & delight your customers with seamless data-driven, personalized interactions

[/et_pb_text][et_pb_team_member name=“Chris Cummings“ position=“Product Management | Precisely EngageOne“ image_url=“https://dialoggroep.eu/wp-content/uploads/2020/10/Chris-Cummings.png“ _builder_version=“4.6.5″ header_text_color=“#4f4f4f“ border_width_all_image=“10px“ border_color_all_image=“rgba(0,0,0,0)“]

Grow your business & delight your customers with seamless data-driven, personalized interactions, using video, push, SMS, e-mail and chat in one easy to use (cloud)platform. Integrated Digital Platform

 

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13:45 – 14:15 uur

[/et_pb_text][/et_pb_column][et_pb_column type=“3_4″ _builder_version=“4.6.5″ _module_preset=“default“][et_pb_text _builder_version=“4.6.5″ text_text_color=“#3468d0″ text_font_size=“20px“]

The race to digital: How to create two-way customer conversations in the “contactless” world

[/et_pb_text][et_pb_team_member name=“Neal Keene“ position=“Field CTO | Smart Communications“ image_url=“https://dialoggroep.eu/wp-content/uploads/2020/10/Neal-Keene.png“ _builder_version=“4.6.5″ header_text_color=“#4f4f4f“ hover_enabled=“0″ border_width_all_image=“10px“ border_color_all_image=“rgba(0,0,0,0)“ sticky_enabled=“0″]

In this digital-only environment, you need to make it easier and faster for your customers to complete applications, onboard or enroll in services, and submit claims or other requests, without going to a branch or agent’s office.

Neal will explain how to: 

  • …Guide customers through fast, easy, digital and mobile-friendly interviews
  • …Connect to core systems to reduce errors and manual work
  • …Improve employee productivity through automation and AI
  • …Improve business agility and reduce IT demand

Neal will discuss the issues in the current marketplace and how organizations across financial services, insurance and beyond are pivoting to digital and self-service as channels of communication.

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14:15 – 14:45 uur

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Re-imagining Customer Service

[/et_pb_text][et_pb_team_member name=“Gerhard Heide“ position=“Global Head of Market Strategy and Vision | Precisely EngageOne“ image_url=“https://dialoggroep.eu/wp-content/uploads/2020/10/Gerhard-Heide.png“ _builder_version=“4.6.5″ header_text_color=“#4f4f4f“ border_width_all_image=“10px“ border_color_all_image=“rgba(0,0,0,0)“]

Re-imagine Customer Service and learn how business users can create communications in real time for responsive engagement

 

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14:45 – 15:15 uur

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Orchestration and dashboarding of complex customer experience platforms

[/et_pb_text][et_pb_team_member name=“Achim Schuch“ position=“Alliance & Sales Director | Crawford Technologies“ image_url=“https://dialoggroep.eu/wp-content/uploads/2020/10/Achim-Schuch1.png“ _builder_version=“4.6.5″ header_text_color=“#4f4f4f“ border_width_all_image=“10px“ border_color_all_image=“rgba(0,0,0,0)“]

How to gain a 360° view on your customers with Omni-Channel-Orchestration. Use dashboards and workflow to enable piece level tracking, accessibility on an efficient customer interaction layer.

 

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DIGITALE KLANTBELEVING IS HET NIEUWE NORMAAL | DIGITALE SELFSERVICE MET EEN MENSELIJKE MAAT | HET STIMULEREN VAN INNOVATIEVE VERANDERKRACHT

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The Future of Customer Interaction 2020 wordt mede mogelijk gemaakt door:

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Join the conversation

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#FOCI2020

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