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

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5

France

#281

Italy

#318

Croatia

Slovenia

Spain

#47

Switzerland

Luxembourg

Austria

Portugal

Hungary

Sweden

Belgium

Netherlands

Denmark

Germany

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Glamping

Camping

google trends

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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…

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Cultural differences for same customer journey

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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

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Verint express

Front end

Our Agent Front End

Telefoon

Social/Tracebuzz

Een Europese FAQ

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Onderzoek trends….

Chat, chatbot Platform & Chained content

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Facebook communication per month

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Click to add a title Font Arial bold body 22 pts

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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

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C-SAT = (customer) satisfaction after a booking, before holiday

Team A t/m G EU Operations EU

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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

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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

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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

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Skills en onderwijs

Internal organization

Ik zie jou! Zie jij mij?

Wij (het MT) balanceerde

dagelijks tussenbrandjes blussen en

vooruit willen….

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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