Info Talk:
Today digital customer experience is changing faster than ever before. Customers are more and more aware of their touchpoints and the value they expect within every interaction. This is no longer a new fact for anybody.
Today as a workshop we will think about your journey, how many times did you interact online with TVH, how many times did you think about this event and especially about your expectations?
As a business we need to understand the path our customers take to purchase our products and services. Learn from these relationships, define treatments that are most effective at certain stages and define new solutions within our product portfolio.
In addition to the awareness, journeys enable organisations to reflect and embed corporate objectives such as customer acquisition, growth, retention and risk mitigation. These objectives are also in a constant change, as do the tools used to action them.
The essence, trying to predict and script today's complex journeys is not impossible. The optimal customer journey must be dynamic, flowing and changing with the customer, whilst at the same time maintaining accountability to the business. The best journeys are those that are both profitable and sustainable, shape a relevant timely and consistent experience for the customer, while also furthering the brand's business goals.
Bio:
Pieterjan is a key member when it comes to business and process analysis. With a varied skill set he applies a unique ability to investigate, analyse and create robust cross departmental IT requirements and solutions, he challenges all the possible boundaries and opportunities within TVH.
Pieterjan has previous work experiences as a product owner at Doccle and business process analyst at USG. He changed positions for a new challenge at TVH for already two years, a change that added extra breadth and even more valuable experiences.
PS. Facing complex agile transformations and in search for an ice breaker to start a chat? Pieterjan has great insights....
Graciela has joined TVH more than 16 years ago. She started her career gaining commercial experience which she used as a base to start optimizing sales and sales related processes.
As one of the first Business Analysts of the TVH group she has built many groundstones in the methodology formation for business and functional analysis. Next to that she collaborated in and managed various projects in the area of CRM, e-Commerce, claims, sales transactions. During her period as teamlead of the business process analysts she participated in the roll-out of the agile methodology for the software factory. Today, in her role of Digital Product Manager, she focuses on building a digital roadmap for customer facing processes and applications.