5 trends in customer interaction

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The digital transformation already was quick, but Corona made it even quicker. Organisations with intensive and large-scale customer contact were in many cases already ahead of other branches. Simply because customers have been in the lead when in recent years when it comes to embracing new technology. The pandemic has completely changed the way people shop, work and live. Driven by new circumstances, consumers are more digital than ever. According to research firm Gartner, this is just the tip of the iceberg: „By 2023, more than 60% of all customer service will be delivered via digital self-service channels, compared to 23% in 2019. More and more organisations recognize the need to make their processes more flexible and agile. This may or may not be supported by smart tooling and by making processes both smarter and more automated. With these interventions, organisations hope to be able to respond faster to opportunities and innovate faster. Philippe Van Nieuwenborgh is innovation manager at Dialog Groep and discusses the most important developments in this article. It is clear that the digital landscape is shifting and with 2021 around the corner, we present you the 5 trends in customer interaction.

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Trend 1: Digital is here to stay

One webinar after another is being launched on innovative technology. There is so much technology on the market today that you often start from what you have instead of looking at what else is out there. Precisely because there is so much available. And that makes sense. But ‚Digital is here to stay’. So also force yourself to keep researching and following developments and see what suits your organization. What is close by? Innovation is about anticipating and continuously moving with your customer. Your customer now, will not be the same customer with the same needs in 5 years from now. The current situation in which we are all in, ensures that the digital transformation is evolving faster and more natural. Unconsciously you make yourself ‚digital mature‘. Both as a consumer and as an employee, where you set increasingly higher demands and expect more. Digital must be fast, easy and personal.

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Trend 2: Mobile first

The cell phone has been a fully-fledged computer for years and is being used for more and more purposes. For organisations it becomes even more crucial to find their way to their customers‘ smartphones. An app on its own is no longer sufficient. It is inevitable that our cell phones are increasingly being used to replace physical counters. Organisations need to adapt their customer interaction accordingly. And not only for reasons of efficiency, but also to minimize the possibility of physical contact and reduce the spread of the virus. The move towards digital self-service is a fact, and the fear of doing this too quickly or fear of acceptance is really less due to Corona. As people, we can adapt very quickly. This has proven to be the case.

What you often see is that companies still send a form via email. You get this form in your mailbox and you have to fill it out. Often you have to print this form, take a picture of it and mail it back. It would be more logical if you can do this through other tooling and channels. This is an advantage for your customer, but the right information is also faster in the processing flow. This move towards self-service is only increasing, and a good experience is crucial.

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Trend 3: Hyper personalisation

What we have been doing for years is making mass communication personal. But we are also increasingly seeing a shift from regular customer service and segmentation to an integral customer view and personalisation. Organisations are investing in the deployment of technology that enables them to use their customer data in a smarter and more targeted way. This technology consists of various components: artificial intelligence, analytics, virtual and augmented reality, location-based services, internet of things and voice. Through the right combination of different technologies, and good direction, organisations are able to implement hyper personalisation in the interaction with the customer. In all customer journeys. For marketing, that means individualised messages (that are appropriate in terms of relevance, channel and time); for service, that means taking more into account the context (time, nature of the problem) and preferences (such as channel); and for sales, this can lead to personalised products (something that is still in its infancy). Implementing hyper personalisation enables you to truly recognize, understand and help your customer. You’re constantly looking at how you can add value.

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Trend 4: Bots that really understand you

The chatbots of the future are fully-fledged personal assistants who can deal with and understand emotions. These bots of the future can perform all kinds of tasks for you and are offered on every channel. This shift takes place from NLP-bots (Natural Language Processing) to NLU-bots (Natural Language Understanding). Soon you will no longer be able to recognize whether you are talking to a human or a bot. The current chat technology already makes it possible for bots to fully support the digital ordering of specific products or services. Think of hotel stays, taking out an insurance policy or physical products where choices and preferences can be specified. A logical next step is to be able to help solve problems, where the bot first tries to form a picture of the context and reacts to the (audible) emotion of the customer. But beware: to be able to do this, an AI bot is quickly thought of. However, this requires a lot of data and a long learning curve to understand this technology and use it correctly. You can now also gain experience with contextual bots and teach yourself „digital thinking“ in order to better serve your customer more quickly.

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Trend 5: From „I want to sell something“ to „I want to value something“

Look closely at your data and use your big data to add value to your customers; an increasingly important trend. There is a shift from „I want to sell something“ to „I want to value something“. Your service is no longer about selling, but mainly about adding more value to your customers. This ensures a long-term relationship with your customers. A concrete example: using various data models, you can already see that a customer’s phone usages is too low compared to what he pays each month. You can proactively offer to take out a more suitable subscription. In other words, it is not primarily about selling, but about constantly giving the right advice. Create added value for your customers so they stay with you. Use that added value at the right time during the entire relationship with your customer and not only when you need it. Ask yourself, do you want to be an advisor, or do you want to be a salesperson? Steven Van Belleghem even wrote an entire book about this: „The offer you can’t refuse“. In it he writes that giving a good product, service and/or price alone is not enough for most people. It’s all about offering it as simply, quickly and easily as possible. But even that is not enough according to Steven. In recent years, companies have been so busy optimising their customer journey; read: optimising the transaction to sell something. But it goes further than that. Every consumer and every person has a film of his or her life in his or her head. We have hopes, dreams and fears. It’s important that as an organisation you understand that, and see how you can add value to people’s lives. How can you become a partner in their lives? More and more organisations are therefore asking themselves how they can add value in society. How can you use the strengths of your organisation in society to solve certain problems? Think about sustainability. Sustainability is the new differentiator and influences the client in his choices. A combination of a good product, a frictionless customer interaction, being a partner in your customers lives and adding value in society, makes you really stand out from your competitors.

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Would you like to know how you can design this in your own specific situation? November 19th we organize our annual event The Future of Customer Interaction (FOCI202), online. You are most welcome. More information can be found here.

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Why your organization reacts too slowly in customer interaction

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Many of the articles I read about customer experience are about topics such as the customer journey or customer experience. Everyone measures and analyzes customer satisfaction. Still, in practice (both as a private person and as a businessperson) I often see quite a disconnect between what companies would like or think to deliver and what they actually deliver in the field of customer interaction. I get entangled in dead-end chatbots, the transition between departments and systems of companies or I have to fill in my data 3 times in a process. Apparently not every company succeeds in putting the intention of a frictionless customer experience into practice.

I see three main causes towards being able to respond quickly to the market and changing customer demands that I describe: complexity within organizations, complexity in the (legacy) IT landscape and problems with data quality.

In the document below, I discuss the first two issues and give 6 tips, also based on concrete observations and experiences at Dialog Groep. 

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Complexity of organizations and IT landscape as a stumbling block

Many large companies often have a complex organizational structure, many different processes and despite Agile working methods (too) little power to change. This makes it difficult to implement new solutions or new processes. Especially the internal contradictions between Business/Marketing (focused on the customer and rapid changes) and IT (focused on the status quo due to security and compliance requirements) underlie this.

In addition to the above organizational complexity and internal conflicts of interest, mostly IT but also business capacity, is lost in maintaining complex and sometimes outdated systems. These systems are badly needed to maintain the business, but difficult to combine with the desire of business users to respond quickly to changes in the market.

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How can you accelerate?

Various organizations have been successful in picking up specific use cases and getting them up and running quickly with a modern cloud solution. An example of this is Star-shl.  Within 1 week they implemented a chatbot to reduce the workload in the customer contact center (CCC). In order to get things operational quickly, this means that the Business within organizations often has to take the lead, in consultation with IT, of course. If you don’t do the latter, then there really are cases known of a marketeer pulling the credit card to purchase a smart online tool. That is not what you should want as a professional organization, apart from the integration issue. In many organizations, the question also arises as to where Customer Focused IT can best be invested.

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Ultimately, it is important to approach customer interaction as externally as possible. Not from a systems perspective, but from the actual customer needs analysis. From there, Marketing or Innovation should be given the space to look out of the box for compact solutions that can bring innovative customer interaction. Everything to be able to help the customer personally, interactively, contextually but above all: easily. This can lead to enormous cost savings for companies. The role of IT then becomes that of enabler, later taking over ownership of successful experiments and integrating the solution into the IT landscape. However, while maintaining flexibility and the option of as much as self-sufficiency as possible for the Business. This is the only way they can quickly make changes in customer interaction. For example, when a new product is launched to enable digital self-service not only for your customers, but more or less also for your internal organization.

Summarized and complemented, this provides the following practical advice to stimulate the power of innovative change:

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6 Practice based advices

Don’t be afraid to experiment with new solutions and channels. There are certainly possibilities in the cloud to do so in a fast, but also safe and responsible way. Make sure IT is involved from the start, but above all thinking along or facilitating.

 

Look for a party with experience in customer interaction that dares to move along based on entrepreneurship and experience. Specialized parties can often switch quickly and deliver at modest project costs without too much overhead. Incidentally, this is not a party with one solution looking for problems, but a party that has broad (best of breed) knowledge of customer interaction.

 

Make sure in the choice of tools and processes that Business/Marketing can be as self-sufficient as possible, the so-called „Business Delegation“. This saves a lot of time and efficiency because Business itself can make changes in customer interaction.

 

If you select a (cloud) tool, make sure that it is an ‚enterprise ready‘ solution. Think of scalability, security, integrability and functionality, so you can continue to grow later and the transition to an IT sanctioned and managed solution is easy.

 

Think carefully about reusability of data and content. Even better, think about implementing a „customer interaction layer“ where you are in control, where you link all complex IT and can offer good uniform content for many channels from a single solution and also guarantee data quality.

 

Think about the role of people in the process, for example by offering a ‚live takeover‘ or other escape. Not everything can be digitized (reality is obstinate) and not every person reacts in the same way to digital processes.

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Would you like to know how you can design this in your own specific situation? November 19th we organize our annual event The Future of Customer Interaction (FOCI202), online. You are most welcome. More information can be found here.

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4 tips om je digitale klantbeleving te verbeteren

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De nieuwe maatregelen van onze regering om de steeds maar stijgende aantallen Corona- besmettingen snel terug te dringen, betekenen voorlopig weer meer thuiswerken en minder face-to-face contact met elkaar. Persoonlijk begrijp ik alle maatregelen en doe ik mijn best om die te volgen en te bewaken binnen mijn gezin. Zakelijk betekent dit voor mij nog meer thuiswerken en vooral weer veel online meetings via MS Teams. Het betekent dat we eigenlijk weer een beetje terug in de tijd gaan. Naar eerder dit jaar.

Corona bracht een hoop veranderingen met zich mee. Ook voor organisaties. Ik heb me erg verbaasd over al die organisaties die juist in tijden van onzekerheid en vragen -waarop klantbeleving de grootste prioriteit zou moeten hebben- hier juist van weg bewegen. In onderstaande blog geef ik graag 4 tips waarvan ik heb gezien dat het werkt. Hiermee doe jij wat klanten van jou verwachten als het gaat om klantbeleving.

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Waarom jagen bedrijven hun klanten weg?

Ik heb me eerder dit jaar enorm verbaasd over al die organisaties die op homepages direct al websitebezoekers confronteerden met berichten dat ze beter maar geen contact op konden nemen omdat het zo druk was. Je bent klant, je wordt geconfronteerd met overheidsmaatregelen. Dit resulteert in onzekerheid en vragen. Je zoekt op de website naar hoe je het beste je vraag kunt stellen, en dan zegt het bedrijf waar je al jaren klant bij bent; benader ons maar niet, want we zijn te druk om ons met jou bezig te houden. En als je een beetje pech hebt, dan wordt je nog gevraagd om daar vooral begrip voor te hebben. Ik snap daar helemaal niets van.

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Verlies alsjeblieft je bestaande klanten niet uit het oog

In gesprekken die ik zelf voer, merk ik dat veel organisaties nog op traditionele KPI’s sturen. Vaak tot grote frustratie van mensen die daadwerkelijk met klanten bezig zijn en klantcontact onderhouden of klantinteractie proberen te verbeteren. Het is algemeen bekend dat klanten winnen ongeveer 6x zo duur is dan klanten behouden. Kan iemand mij dan bijvoorbeeld uitleggen dat als ik klant wil worden bij een internetprovider ik gratis super-wifi kan krijgen, maar als ik al tien jaar klant ben bij diezelfde organisatie ik ervoor moet betalen?experience gap 

De zogeheten ‘experience gap’ is helaas nog steeds van toepassing. Onderzoek heeft enkele jaren terug al uitgewezen dat 80% van de CEO’s denkt dat ze met hun organisatie een superieure beleving bieden terwijl maar 8% van hun klanten het daar mee eens is. Ondanks alle digitale transformaties en experience-initiatieven van de afgelopen jaren is dit helaas nog steeds van toepassing. Simpelweg omdat veel organisaties zich eerst hebben gericht op alles wat met acquisitie te maken heeft. Klanten winnen dus. En alle KPI’s daarop zijn gericht. Kijk maar naar NPS als KPI. Gericht op de bereidheid om dit als ambassadeur aan te bevelen bij anderen. Dat heeft naar mijn mening niets met klanttevredenheid te maken, maar met als doel om bereik te vergroten en ook anderen klant te maken.

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Herken je klant digitaal

Ongetwijfeld herken je dit vanuit je persoonlijke ervaringen. Je wordt dagelijks overspoeld met e-mails vanuit e-mailmarketingcampagnes om maar klant te worden of om meer te kopen. Alles mooi digitaal en geschikt om op mobiele devices te bekijken en dan online te doorlopen. Maar zodra je klant bent, lijkt het wel alsof je in een andere wereld terecht komt. Zelf zaken snel regelen of ‘live’ contact krijgen met iemand in een organisatie is een uitdaging. Zeker als je verwacht dat dit in luttele minuten kan worden geregeld. Ik kom daar de gekste voorbeelden tegen. Ik snap niet dat als ik bijvoorbeeld bij mijn verzekeraar in een ‘’Mijn Omgeving’’ zit waar een chat wordt aangeboden, ik dan vragen krijg over wie ik ben en of ik mijn klantnummer of adresgegevens wil invullen.. Hoezo? Ik ben toch al lang ingelogd in de ‘’Mijn Omgeving’’? Je weet toch wie ik ben? Je houdt elke maand mijn premie in.

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Klanten willen snel antwoord, zeker online

Dat herhaaldelijk vragen naar mijn gegevens, terwijl die allemaal bekend zijn binnen een organisatie,  is onnodig tijdverlies. En dat is niet het enige waar kostbare tijd aan verloren gaat. Uit een Harvard Business Review blijkt dat maar liefst 62% van de klanten herhaaldelijk contact moeten zoeken met een organisatie om een probleem opgelost te krijgen.

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 4 Tips voor het plannen van goede klantbelevingen

Uit ervaring weet ik dat het allemaal nog veel beter kan dan waar we nu dagelijks zelf als klant of consument mee worden geconfronteerd. Goede klantbelevingen ontstaan niet toevallig, die zijn gepland. Een paar tips deel ik graag met je:

  1. Richt je aandacht meer op klantbehoud en het verbeteren van digitale selfservice. Vervang NPS als KPI door de CES (it was easy to use), de CSAT (I had a great experience) en de GCR (I reached my goal) als KPI in doelstellingen met betrekking tot klantcontact en klantinteractie. Ook de CX Index score (Effectiveness, Ease, Emotion) van Forrester is een goede, moderne KPI die meet hoe succesvol organisaties zijn met klantbeleving als middel voor verbeterde klantloyaliteit.

  2. Onderzoek feedback van klanten om kansen binnen customer journeys in kaart te brengen waar klanten nu over struikelen en waar je zelf van vind dat deze niet zouden mogen voorkomen. Dit zijn vaak de quick wins. Zoek naar achterliggende oorzaken en oplossingen en betrek vooral IT collega’s en (strategische) leveranciers van customer-facing technologie daarbij. Ik heb zelf goede ervaringen met open brainstormsessies tussen bedrijf en leverancier.

  3. Ga zoeken naar manieren om pro-actieve communicatie richting klanten te versturen. Niet alleen via geautomatiseerde e-mails, want die leest bijna niemand, maar ook via SMS en online kanalen zoals app en de Mijn Omgeving. Kijk naar de mogelijkheid om gepersonaliseerde video’s in te zetten, want die spreken veel beter tot de verbeelding en zetten veel sneller aan tot actie. . Naast de procesinformatie die vaak geautomatiseerd wordt verzonden naar klanten kun je met pro-actieve communicatie klanten vaak geruststellen en/of aanmoedigen.

  4. Ga nadenken over de stap na procesautomatisering en e-mail marketing automation: data-driven journeys! Deze geautomatiseerde stappen zijn altijd relevant voor de klant en begeleiden de klant door je proces heen. Door gebruik van persoonlijke data maar ook door heel goed om te gaan met context van de specifieke fase in een proces of een communicatiekanaal. Dit helpt je nog beter bij het sturen op klantbeleving en klantbehoud.

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Op dit moment zijn wij druk met de voorbereidingen van ons jaarlijkse event The Future of Customer Interaction dat dit jaar op 19 november volledig online plaatsvindt.

Op het programma staan onder andere trends & ontwikkelingen op het gebied van (digital) customer experience, case studies, een paneldiscussie en verschillende break-out sessies van diverse internationale gastsprekers.

Natuurlijk ben je van harte welkom. Meer informatie kun je hier vinden.

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Lees hier onze andere blogs:

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Interview Sydney Brouwer

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Many organizations want to make fans of customers, but few succeed. Customers don’t just become fans, you really have to do something for that. Providing great service, for example. Service that is so good that customers remember it, tell it and get wildly excited about your organization. Service that really exceeds the expectation of customers because it is personal and tailor-made, and therefore deserves an extra star: a sixth star. That’s Six Star Service. Service that leaves an unforgettable impression on your customers.

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Everything is different and yet it is not. Perhaps the biggest change is that everything takes place even faster digitally. Faster than it already was. You can make even more of a difference with people. I notice that people crave the reconnection with other like-minded people, precisely because we haven’t been able to do that all these months. At the end of the day, we are group animals and we need social interaction. That’s still the way it stays. And that accelerated digitization is a godsend and an addition, but it always goes hand in hand with human interaction. Together, this ensures an optimal customer experience. According to Sydney Brouwer, speaker and specialist in the field of customer focus and customer experience. Sydney Brouwer takes us into his view of customer experience in the light of today. He explains how you as an organization can make yourself aware of the customer experience that you create for your customers. Do you offer top service to your customers? Or is there room for improvement?

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If an organization takes extra time to listen to your situation and helps you in a specific way, you can now make an even bigger impact than for Corona. For the past six months and certainly the year ahead, we as people and organisations are going to have to do things differently than we did before. I see the current period as an opportunity for organisations to do things differently. Because let’s face it: if you have to do things differently, you better start doing things more customer-oriented. If you move one step closer to the customer, in times when organizations are mainly concerned with themselves, you will soon be two steps ahead.

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It’s possible, we’ve seen that over the last period of time

And if there’s one thing we’ve seen in the last period of time, it’s that you can actually make a difference. All initiatives towards care and the elderly from various organizations. Take, for example, the pick-up points jumbo created at healthcare institutions so that caregivers didn’t have to go to the supermarket after work. It’s possible. Unfortunately, this is often an exception rather than a rule. And yet that’s crazy, because providing that service is generally in us as people. It is often the rules, protocols and systems that make us not feel the space to take that extra step to ensure an optimal customer experience. Whereas during Corona we’ve seen that we can.

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From time to time put on a customer experience glasses

I would occasionally recommend organizations to deliberately set up customer experience glasses. I myself may do that a little too much (my girlfriend sometimes goes crazy) but it makes you aware of your own customer experience. The moment you do this, you’re also going to see more quickly what can be done differently in your own organization. An example: I just got back from vacation. We went to Denmark with a stopover in Germany. We had booked a hotel in an Old Town. When we had to pick up the key at the front desk and the employee told us that we had to go to the top floor, I could already estimate that this would be somewhat annoying. It was 29.5 degrees in the room. There was no air conditioning. The windows bordered a square full of terraces. So there’s a noise. I walked downstairs and asked, “do you have another room? The windows can’t open because of the noise and there is no air conditioning.“ Unfortunately all the rooms were occupied. “Do you probably have a mobile air con, a fan?“ Unfortunately these were already used by the other guests. And at that moment, I looked over her shoulder into the office behind her. There was a fan buzzing. I point to it and look at her asking. „I can’t give it to customers, sir, this one’s for the staff.“ That gave me an insight. Customers are not in the first place here, employees are in the first place. This is exactly why you always have to put the customer on one. Eventually, after a threat to leave, we got that fan. But the bad impression had already been aroused.

This awareness of the customer experience you offer your customers is something that many managers find difficult. Similarly, a published study by Capgemini shows. As many as 75% of the managers/companies surveyed say they are customer-oriented, only 30% of customers agree. That gap between the numbers? That’s what I call a problem. It is important that managers are more in touch with customers and not just get their „insights“ from reports or grades. Otherwise, it is impossible to build a customer-oriented organization.

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Let smart technology work for you, so you can take that extra step

My latest book is called Six Star Service. Service that’s so good, your customer remembers it years later. This is not provided by computers and algorithms. This is about making sure that an employee has the space in his calendar and his head to spot opportunities and take that extra step. How do you do that? By making smart technology work for you. Organize your processes in such a way that the employee has the space to provide that optimal service.

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In the digital customer journey exceed expectations

Just before the holidays, I called a web store. She recognized my phone number and the operator answered with: “Are you Mr Brouwer from Amersfoort?“ I didn’t have to pass on all kinds of zip codes and order numbers. She had direct attention to me and my problem. The easiest technology (and already quite old) there is: number recognition. This technology was there even earlier than the answering machines. If we call each other and recognize each other directly, why can’t companies do this? That direct and complete attention to me and my problem, so that the employee has more time and space to spend those 4 minutes on me instead of finding out who I am. That’s an example of what technology needs to do. But why is it so hard to exceed expectations in that digital customer journey? Because we often take the human aspect out of it. It’s a shame because you don’t have to, provided the technology is right.

I believe that there are 2 ways to win in the field of customer experience over the next 20 years:

1. An easy, quick, frictionless customer journey
2. Creating memories

And this has to be put together. Because if you were to focus solely on the first one, you would make customers loyal to the process and not to the organization. If a competitor has set up the process even more easily and more frictionally than you, he switches. That’s why we’re buying from CoolBlue and Bol.com and not from the Blokker. He doesn’t care to come back to the store. So it’s clear, the difference you make is creating memories and the support you get through the use of smart tooling so that as an organization you really get the space to create those memories.

See how to order the book Six Star Service from Sydney Brouwer here.

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Do you want to make an unforgettable impression on your customers?

Contact us:

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Lees hier onze andere blogs:

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Samenwerking met Wakibi

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Dialog Groep wil als ondernemend IT-bedrijf met sociaal fundament een bijdrage leveren aan ondernemers in de hele wereld. Zo kunnen zij op eigen kracht aan een betere en duurzame toekomst bouwen. Sinds kort zijn wij trotse partner van Wakibi. Wakibi is een non-profit organisatie die via haar platform kleine leningen verstrekt aan ondernemers in ontwikkelingslanden. Wakibi speelt in op de wensen van de maatschappelijke betrokken Nederlander. Deze is steeds meer gericht op transparantie en effectiviteit bij goede doelen en staat daarom open voor persoonlijke steun die 100% bijdraagt aan het doel.

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wakibi

Over Wakibi

Wakibi is een non-profit organisatie die via haar platform kleine leningen verstrekt aan ondernemers in ontwikkelingslanden. Wakibi speelt in op de wensen van de maatschappelijke betrokken Nederlander. Deze is steeds meer gericht op transparantie en effectiviteit bij goede doelen en staat daarom open voor persoonlijke steun die 100% bijdraagt aan het doel. Deelnemers kunnen zelf bepalen aan welk project/welke ondernemer ze geld uitlenen en zien hoe het project verloopt. Wanneer de lening is terugbetaald, kan het geld weer aan een ander project worden verstrekt. Gemiddeld wordt 98,4% van de leningen terugbetaald met een gemiddelde terugbetalingstermijn van een jaar. Die 1.6 % is vaak de oorzaak van natuurrampen of oorlogen.

Geen winstoogmerk

Wakibi vraagt geen rente en houdt geen organisatiekosten achter over de leningen en is daarin uniek. 100% van het geld van de lening gaat dus naar het project, Wakibi heeft geen winstoogmerk. Inmiddels heeft Wakibi meer dan 70.000 ondernemers in 81 landen geholpen met meer dan een miljoen euro aan leningen. Wakibi is actief over verschillende sectoren (bijv. landbouw, voeding, bouw, schoon water, onderwijs & huisvesting).

In de strijd tegen armoede staat voor Wakibi zelfredzaamheid centraal. Wakibi zet zich in om ondernemers in ontwikkelingslanden zelf de mogelijkheid te geven een zelfstandig bestaan op te bouwen. De overgang van hulpbehoevendheid naar zelfvoorzienendheid heeft niet alleen een effect op armoedebestrijding, maar gaat hand-in-hand met sociale verbeteringen, het heeft een duidelijk sneeuwbaleffect op omgeving, gezondheid en medische zorg (dokter kan betaald worden), onderwijs (schoolgeld kan betaald worden), ondernemerschap, empowerment van vrouwen, duurzame economische omstandigheden en het terugdringen van corruptie en conflicten. Wakibi is powered by KIVA.

 

Wil je ook een partner worden van Wakibi? Bezoek dan hun website en bekijk welk partnership voor jou het beste past.

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Lees hier onze andere blogs:

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4 speerpunten waarmee je bij de implementatie van een chatbot wél de klant centraal stelt

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Zowel zakelijk als privé zie ik dat in deze bizarre periode heel duidelijk naar voren komt welke organisaties echt goede stappen hebben gezet in hun digitale transformatie. En vooral ook vanuit welke argumentatie deze is ingezet. Is dit vanuit een klant-DNA denken of toch een verkapte doelstelling om kosten te besparen? Ik zie in ieder geval veel voorbeelden voorbijkomen waaruit blijkt dat de klant toch echt nog niet centraal wordt gesteld. Ik noem dat het ‚van-het-kastje naar de muur-verschijnsel’ waarbij klanten gedwongen worden om naar een ander communicatiekanaal over te gaan om iets gedaan te krijgen. Een herkenbaar voorbeeld hiervan is chat. En wat blijkt? Klanten worden een beetje chatbot-moe. Zo blijkt ook uit een recent gepubliceerd onderzoek van CGS op CustomerFirst.

 

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4 speerpunten waarmee je bij de implementatie van een chatbot jouw klant wél centraal stelt.

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Contextueel

Geen frustrerende start waarbij mensen voor de zoveelste keer hun gegevens moeten invoeren. Alle gegevens van de klant zijn beschikbaar in de chat. Door de juiste contextuele aanroep komen mensen ook meteen in de juiste plek in de chatervaring terecht, bijvoorbeeld bij informatie over- of afhandeling van een betaling.

Gestuurde conversatie
Geen frustrerende ervaring met het intikken van zinnen die vaak onvoldoende herkend worden maar een gerichte gescripte ervaring waarbij klanten heldere keuzes krijgen, die met een paar simpele kliks ook op een mobiele telefoon snel doorlopen kunnen worden, inclusief gebruik van gepersonaliseerde data.

Transactioneel 
Het is mogelijk om snel data in te voeren of op te vragen of zelfs om een transactie te voltooien. Een verzekering afsluiten of schade melden of meer uitleg bij een rekening, geen probleem. Via de chat kan men e-mails of SMS ontvangen, foto’s of documenten ontvangen of versturen, of zelfs interactieve video’s kijken. Kortom: vanaf 1 plek niet alleen converseren maar ook interacteren en zaken regelen.

Live takeover
Zodra de gerichte chat niet leidt tot een bevredigende klantervaring, kan deze met 1 druk op de knop een menselijke agent aanroepen. Deze agent heeft meteen alle data van de klant bij de hand, waarna snel menselijk contact tot stand kan komen en niet opnieuw begonnen moet worden met bespreken waarom de klant contact opneemt.

De combinatie van bovenstaande effecten zorgt voor een veel  gerichtere en efficiëntere ervaring voor klanten, waarbij je als klant snel je doel kan bereiken en compleet digitaal zaken kunt doen. Indien nodig is er via de live takeover snel contact met een persoon die de niet-standaard vragen kan afhandelen. Dat noemen we een slimme klantervaring met de juiste menselijke maat.

Mocht je meer willen weten over wat de inzet van technologie voor jouw digitale klantinteractie kan betekenen?

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Extra druk of juist extra tijd?

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Het is een bijzondere tijd voor ondernemers. Het ene bedrijf valt bijna stil, bij het andere stijgt de werkdruk tot een maximum. In welke situatie je ook zit: nu is de tijd om te investeren in het beheersen van de werkdruk en het verbeteren van de klantbeleving. Een script-gebaseerde chatbot neemt de eenvoudige taken over. Geautomatiseerd en zoveel mogelijk gepersonaliseerd. De complexe zaken komen via een geruisloze live take-over bij de klantenservice terecht. Zo bied je je klanten in 100% van de gevallen een bevredigende oplossing. En haal je de druk weg. ‘Flatten the curve’ voor je klantenservice.

 

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Laat slimme technologie voor je werken

Het is lastig om steeds de juiste capaciteit beschikbaar te hebben. Nu nog meer dan anders. Slimme technologie kan een hoop werk uit handen nemen. Een goed voorbeeld daarvan is de chatbot. Bijna elk zichzelf respecterend bedrijf heeft tegenwoordig wel een chatfunctie op zijn website. Maar de chatbots zijn vaak niet goed geïntegreerd, er wordt nog in ’silo’s’ gedacht. De verwachtingen van de klant worden daarom helaas vaak (nog) niet waargemaakt. Die wil snel en persoonlijk worden geholpen. Kiest zijn eigen moment en kanaal. ‘Generation Mute’ kiest voor asynchrone communicatie. Die wil via WhatsApp, Facebook Messenger of een chatbot niet alleen een antwoord krijgen, maar ook zaken meteen regelen. Een goede chatbot ondersteunt het proces en schakelt naadloos over naar andere technologische oplossingen, zoals interactieve video. Of naar een medewerker als de vraag complex blijkt te zijn. Die ‘live take- over’ zorgt in 100% van de gevallen voor een passende oplossing. Stel je eens voor wat dat met de klantbeleving doet! 

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In 5 dagen je capaciteit vergroot

Wil je de klantbeleving snel een boost geven? Script-gebaseerde chatbots zijn snel te ontwikkelen en te implementeren. Vaak al in 5 dagen vergroot je je capaciteit met 50 tot 500%. Dat is niet alleen nu een geruststellende gedachte, maar ook straks, als alles weer op gang komt. Met een *script-gebaseerde chatbot bied je je klanten een ‘gestuurde conversatie’.

De klant beantwoordt vragen en wordt op basis daarvan door het proces geleid. Eenvoudige zaken kan hij zo direct afhandelen. De complexe gevallen worden geruisloos doorgezet naar de medewerker. Daar merkt de klant niets van. Wel van de persoonlijke aandacht die hij krijgt. Van bot en mens.

Altijd voorbereid op een piek

In piektijden wil je snel kunnen schakelen. Snel de werkdruk kunnen verlagen. Je wilt voorkomen dat de maximale capaciteit wordt bereikt. Dat klanten lang moeten wachten of slecht worden geholpen. Dat de werkdruk op interne medewerkers te groot wordt.
En dat de kosten voor het bedrijf onnodig toenemen. Wat kun jij in vijf dagen opzetten? Honderd medewerkers opleiden? Niet te doen. Tienduizend klanten bedienen? Met een *script-gebaseerde bot lukt het. Kies voor de slimme chat die vanuit één omgeving kan
worden ingezet in alle digitale kanalen, zelfs in e-mail en pdf. Zodat de gegevens van de klant meteen overal beschikbaar zijn. Die technologie is het cement tussen de stenen, de systemen van het bedrijf. Daarmee ga je de piekbelasting te lijf. En kunnen jouw mensen doen waar ze goed in zijn: de klanten een perfecte beleving bezorgen, persoonlijk en betrokken.

Hoe dit werkt?

* Bekijk dit voorbeeld om te zien hoe een script-gebaseerde chatbot werkt.

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Dialog Groep has appointed Kristoff De Smedt as new Sales Manager for Belgium and Luxembourg

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Heverlee, 7 May 2020 – Dialog Groep has appointed Kristoff De Smedt (50) as new Sales Manager for Belgium and Luxembourg. Kristoff comes from Altares Dun & Bradstreet Belgium and previously worked in the insurance sector for over 13 years. At Dialog Groep he is responsible for the further development of Dialog Groep in Belgium and Luxembourg. He will emphatically position Dialog Groep, give it a „face“ on the Belgian and, by extension, the Luxembourg market. He assists our customers in the process to guarantee their customers great customer satisfaction.

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Kristoff De Smedt: “The challenges are great, but the solutions that our organization offers are more relevant than ever. In these strange times, it becomes crucial for companies to provide their customers with very good guidance and correct information. A positive customer experience is essential in this, and this is exactly where we are very strong with our omnichannel communication solutions. It is not without reason that our baseline is DIGITAL INTERACTION MADE EASY ”.

Background

Kristoff previously worked as Sr. Relationship Manager at Altares | Dun & Bradstreet Belgium, where he offered strong data linked to custom integrations in existing solutions to companies in various sectors. Previously, he was active in the insurance industry as Sales Manager Corporate Accounts and Consumer Marketing Officer respectively.

Correct Profile

“With the appointment of Kristoff, we expect to start a new period of growth and development for the Dialog Groep in Belgium and Luxembourg. In Kristoff we found someone with exactly the right profile and experience for us. His bilingualism and the fact that he fits very well with our core values only reinforce that. I count on him to further strengthen the relationship with our customers and improve our services. Finally, we expect that Kristoff’s network and energy will contribute strongly to the ambitions for further professionalization and growth of Dialog Groep in Belgium and Luxembourg ”, says Patrick Roelandt, Managing Director & Co-owner.

About Dialog Groep

Dialog Groep helps organizations to make digital customer interactions easier. In a time when customer experience is more decisive than price or product, Dialog Groep helps organizations to be distinctive in this. Simplicity, speed, frictionless switching between communication channels at the moment and the device of your customer and employees choice. These are the distinguishing factors for an optimal customer and employee experience. Dialog Groep experts advise, supply and implement the right tools to make (digital) customer interactions more personal, safer and simpler.

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Dialog Groep stelt Kristoff De Smedt aan als nieuwe Sales Manager voor België en Luxemburg

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Heverlee, 7 mei 2020 – Dialog Groep heeft Kristoff De Smedt (50) aangesteld als nieuwe Sales Manager voor België en Luxemburg. Kristoff is afkomstig van Altares Dun & Bradstreet België en heeft daarvoor ruim 13 jaar gewerkt in de verzekeringssector. Bij Dialog Groep is hij verantwoordelijk voor de verdere ontwikkeling van Dialog Groep in België en Luxemburg. Hij gaat Dialog Groep nadrukkelijk positioneren, een ‘gezicht’ geven op de Belgische en bij uitbreiding de Luxemburgse markt. Hierbij staat hij onze klanten bij in het proces om hun klanten een grote klantentevredenheid te garanderen.

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Kristoff De Smedt: “De uitdagingen zijn groot, maar de oplossingen die onze organisatie aanbiedt, zijn meer dan ooit relevant. In deze vreemde tijden wordt het cruciaal voor ondernemingen om hun klanten zeer goed te begeleiden en correct te informeren. Een positieve klantenervaring is hierin essentieel, en net daar zijn wij met onze omnichannel communicatieoplossingen heel sterk in. Niet voor niets is onze baseline DIGITAL INTERACTION MADE EASY”.

Achtergrond

Voorheen was Kristoff werkzaam als Sr. Relationship Manager bij Altares | Dun & Bradstreet België, waar hij sterke data gekoppeld aan maatwerkintegraties in bestaande oplossingen aanbood aan bedrijven in uiteenlopende sectoren. Voorafgaand was hij actief in de verzekeringssector als respectievelijk Sales Manager Corporate Accounts en Consumer Marketing Officer.

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Juiste profiel

” Met het aantrekken van Kristoff verwachten wij een nieuwe periode van groei en ontwikkeling voor Dialog Groep in België en Luxemburg in te zetten. In Kristoff hebben we iemand gevonden met exact het juiste profiel en ervaring voor ons. Zijn tweetaligheid en het feit dat hij erg goed past bij onze kernwaarden versterken dat alleen maar. Ik reken erop dat hij de band met onze klanten verder versterkt en onze dienstverlening verbetert. Tenslotte verwachten we dat het netwerk en de energie van Kristoff sterk bijdraagt aan de ambities tot verdere professionalisering en groei van Dialog Groep in België en Luxemburg”, aldus Patrick Roelandt, Managing Director & Co-owner.

Over Dialog Groep

Dialog Groep helpt organisaties om digitale klantinteracties makkelijk(er) te maken. In een tijd waarin klantbeleving doorslaggevender is dan prijs of product, helpt Dialog Groep organisaties hier onderscheidend in te zijn. Eenvoud, snelheid, frictieloos schakelen tussen communicatiekanalen op het moment en het apparaat naar keuze van jouw klant en medewerkers. Dat zijn de onderscheidende factoren voor een optimale klant- en medewerkersbeleving. Dialog Groep-experts adviseren, leveren en implementeren de juiste middelen om (digitale) klantinteracties persoonlijker, veiliger en eenvoudiger te maken.

[/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row _builder_version=“3.25″][et_pb_column type=“4_4″ _builder_version=“3.25″ custom_padding=“|||“ custom_padding__hover=“|||“][et_pb_contact_form use_spam_service=“on“ recaptcha_list=“Default|Default-0″ email=“kristoff.desmedt@dialoggroep.eu“ title=“Neem direct contact op met Kristoff:“ custom_message=“Bericht van nieuwspagina: Dialog Groep stelt Kristoff De Smedt aan als nieuwe Sales Manager voor België en Luxemburg||et_pb_line_break_holder||||et_pb_line_break_holder||%%Name%% met mailadres: %%Email%% heeft oonderstaand bericht aan je verstuurt:||et_pb_line_break_holder||||et_pb_line_break_holder||%%Message%%||et_pb_line_break_holder||||et_pb_line_break_holder||“ success_message=“Bedankt voor uw bericht. Ik neem zo spoedig mogelijk contact met u op. Met vriendelijke groet, Kristoff.“ submit_button_text=“Verzenden“ _builder_version=“4.4.4″ custom_button=“on“ button_text_color=“#ffffff“ button_bg_color=“#29c4a9″ button_font=“||||||||“][et_pb_contact_field field_id=“Name“ field_title=“Naam“ _builder_version=“3.16″ button_text_size__hover_enabled=“off“ button_one_text_size__hover_enabled=“off“ button_two_text_size__hover_enabled=“off“ button_text_color__hover_enabled=“off“ button_one_text_color__hover_enabled=“off“ button_two_text_color__hover_enabled=“off“ button_border_width__hover_enabled=“off“ button_one_border_width__hover_enabled=“off“ button_two_border_width__hover_enabled=“off“ button_border_color__hover_enabled=“off“ button_one_border_color__hover_enabled=“off“ button_two_border_color__hover_enabled=“off“ button_border_radius__hover_enabled=“off“ button_one_border_radius__hover_enabled=“off“ button_two_border_radius__hover_enabled=“off“ button_letter_spacing__hover_enabled=“off“ button_one_letter_spacing__hover_enabled=“off“ button_two_letter_spacing__hover_enabled=“off“ button_bg_color__hover_enabled=“off“ button_one_bg_color__hover_enabled=“off“ button_two_bg_color__hover_enabled=“off“][/et_pb_contact_field][et_pb_contact_field field_id=“Email“ field_title=“E-mailadres“ field_type=“email“ _builder_version=“3.16″ button_text_size__hover_enabled=“off“ button_one_text_size__hover_enabled=“off“ button_two_text_size__hover_enabled=“off“ button_text_color__hover_enabled=“off“ button_one_text_color__hover_enabled=“off“ button_two_text_color__hover_enabled=“off“ button_border_width__hover_enabled=“off“ button_one_border_width__hover_enabled=“off“ button_two_border_width__hover_enabled=“off“ button_border_color__hover_enabled=“off“ button_one_border_color__hover_enabled=“off“ button_two_border_color__hover_enabled=“off“ button_border_radius__hover_enabled=“off“ button_one_border_radius__hover_enabled=“off“ button_two_border_radius__hover_enabled=“off“ button_letter_spacing__hover_enabled=“off“ button_one_letter_spacing__hover_enabled=“off“ button_two_letter_spacing__hover_enabled=“off“ button_bg_color__hover_enabled=“off“ button_one_bg_color__hover_enabled=“off“ button_two_bg_color__hover_enabled=“off“][/et_pb_contact_field][et_pb_contact_field field_id=“Message“ field_title=“Bericht“ field_type=“text“ fullwidth_field=“on“ _builder_version=“3.16″ button_text_size__hover_enabled=“off“ button_one_text_size__hover_enabled=“off“ button_two_text_size__hover_enabled=“off“ button_text_color__hover_enabled=“off“ button_one_text_color__hover_enabled=“off“ button_two_text_color__hover_enabled=“off“ button_border_width__hover_enabled=“off“ button_one_border_width__hover_enabled=“off“ button_two_border_width__hover_enabled=“off“ button_border_color__hover_enabled=“off“ button_one_border_color__hover_enabled=“off“ button_two_border_color__hover_enabled=“off“ button_border_radius__hover_enabled=“off“ button_one_border_radius__hover_enabled=“off“ button_two_border_radius__hover_enabled=“off“ button_letter_spacing__hover_enabled=“off“ button_one_letter_spacing__hover_enabled=“off“ button_two_letter_spacing__hover_enabled=“off“ button_bg_color__hover_enabled=“off“ button_one_bg_color__hover_enabled=“off“ button_two_bg_color__hover_enabled=“off“][/et_pb_contact_field][/et_pb_contact_form][/et_pb_column][/et_pb_row][et_pb_row _builder_version=“3.25″][et_pb_column type=“4_4″ _builder_version=“3.25″ custom_padding=“|||“ custom_padding__hover=“|||“][et_pb_text _builder_version=“3.27.4″]

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6 trends for customer communication in 2019

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The digital transformation is in full swing at many companies. IT systems are rapidly being modernised or even ignored and replaced by completely new systems and processes. In 2019, Digital transformation is still high on the management agenda. The big question: will we really get closer to the customer by this digital transformation in 2019? The answer is not a simple yes or no. That depends on it. If the digital transformation is ‚ only ‚ an IT project, where the focus is on the further digitisation of the internal organisation, then I fear that customers will not be really hot. But companies that take the digital transformation of customer approach into their innovation program will soon come out of the battle as winners.

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Together with my colleagues I work innovations to make our clients even better in contact with their customers. At every stage of the customer journey, from a central control. Based on our experiences in 2018 and the international successes of our partners, I expect 2019 the following innovations in customer communication in the Netherlands:

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1. Mobile First

Most customer communications are not yet suitable for mobile use. For many organizations, in 2019 the outgoing correspondence is better aligned with the expectations of the customer and therefore also more suitable for use on mobile devices. A PDF or ‚ flat ‚ email no longer meets. Re-Design of messages results in better layouts of communication. For example, using tabs and dynamic tables.

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2. Focus on context instead of content

Personal and relevant communication is still a big challenge for many companies. In some cases, this even results in fines because, for example, accounts are not clear enough. In 2019, I expect a shift from the focus of content to context (viewed from the recipient). Messages that are matched to the recipient and in which they recognize themselves. Integration of customer communication systems with channels such as video, social media and Chatbots offer plenty of opportunities for 2019.

 

3. Real-time use of data

In the time of Hurricane Irma, an insurer in the US sent her customers a very personal message announcing that their dwelling was on the route of the hurricane. It also included the time when the hurricane would arrive and tips for protection and reachability during the hurricane. A nice combination of clever use of customer data, location data and the message. Links from data sources to customer communication systems make this possible.

4. Chatbot Integration

According to experts, 2019 is the year of Chatbots in the Netherlands. The first experiences that have been gained in the results hopefully result in better quality. Not the level of Artificial Intelligence should be central, but the way in which you are enabled as an organisation to set up structured conversations based on data, business logic and the human being. Only then will customers appreciate this positively.

 

5. Interactive Personalized Video

Video is fun and works many times better to reach people. So, in 2018, a huge amount of (campaign) videos were produced. Often informative or enticacious, with a strong focus on the quality of the video and here and there some personal data or interactive buttons. Nice to stand out but less managed to actually turn people into action. Structural video wagering in your customer communication is a trend that will undoubtedly also break through in the Netherlands. No linear videos that are equal for everyone, but videos that are unique to each recipient. And which can be used at every stage of the customer journey. For activation or on-boarding for example. Or to explain an annual account. But also for the renewal of a contract. With opportunities for integration into chatbots and social media, there are plenty of opportunities to get closer to the customer in 2019.

 

6. Centralization: Road with silo communication

Customers expect a consistent experience in all contact moments with an organization. Many organisations underestimate their importance. An innovation program can best result in a nice digital process, for example, to conclude your mortgage online. If the Web environment in which this process is provisioned is not connected to the customer communication environment, from which all correspondence about the current mortgages is sent, then there is a great chance that a huge difference in experience arises. By managing customer communications from a central location in the organization and connecting them to all primary processes, it can be better managed to achieve a consistent experience.

 

Early Adoption Program

The year 2019 is going to be an exciting year in the field of customer communication. Visions about improvements to make customers really central and better to achieve are sufficient. The technology also makes it possible, so improvement opportunities are available. It is now especially important to choose where to start. Customers are not waiting.

I am also looking for participants for an early adoption program with Chatbot in the Netherlands. If the integration of chatbot into a customer communication system within your organization is a topic of discussion and you are interested to discuss this, please contact me via dennis.koorn@dialoggroep.eu.

Finally, you can see another example of the integration of Chatbot and personalized interactive video.

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