Pascal E.M.R. Schoutsen

🎭 Did you catch the Olivier Awards last week? With big wins for Sunset Boulevard and Operation Mincemeat, the glitzy event was all about celebrating 🏆 the best performances on the stage. Meanwhile, when it comes to driving employee performance ✨ offstage, Verint Workforce Management is the name everyone’s talking about! We helped Nationale Nederlanden, the largest insurer in the Netherlands, to drive rapid growth, boost flexibility and agility, and elevate 📈 its quality of service. Read the full success story today. #CX #CXAutomation #WFM #WorkforceManagement #CloudMigration #Verint

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How to Waste Money with Cutting-Edge Technology in CX You can leverage outstanding solutions to elevate customer experience processes, positioning yourself as a pioneer, visionary, and strategist. AI algorithms, CRM systems, predictive analytics, personalisation engines, and customer journey mapping tools are powerful and essential for success. But they’re just expensive toys without high-quality, relevant, and sufficiently large datasets to truly harness their potential. Without quality data: 1. AI algorithms are nothing more than glorified calculators. 2. CRM systems are just digital address books. 3. Predictive analytics becomes guesswork. 4. Personalisation engines are not truly personal. 5. Customer journey mapping tools are roadmaps with no direction. If you want to maximise new technologies, start with fundamental steps: data collection and management. Data must be diligently gathered from buyers across interactions, channels, and touchpoints, thoroughly examining consumer behaviour and trends. It should then be stored securely, processed accurately, standardised efficiently, integrated seamlessly, and maintained transparently. It seems straightforward and obvious, but is it really? - 82% of companies want more customer data but face collection & analysis hurdles (Teradata/Celebrus) - 88% are impacted by inaccurate data, losing ~12% in revenue (Experian) - 20% have lost customers due to incomplete information (Dun & Bradstreet) But it doesn’t have to be this way. When you ensure you have enough high-quality data, it becomes the foundation for exceptional CX and powerful AI experiences. Focus on building a strong data foundation. Gather, clean, and analyze data from every customer interaction. So, stop losing out by guessing. Start gaining through knowing.

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Is AI the Real Game-Changer Your Growing Customer Support Needs? In one of my CX e-commerce projects, we saw impressive results: a 45% boost in efficiency and a 30% drop in handling time, all after integrating AI into our customer support processes. Another win? A 45% improvement in ticket deflection, with numerous inquiries resolved through automation and self-service. Investing in AI proved both practical and valuable, truly changing the game. But this wasn’t about replacing humans with machines. It was about using smart tech to enhance agents' work, improving their wellbeing and performance by addressing key weaknesses caused by rising workloads. The core upgrade was an AI-powered multi-channel CRM platform featuring automated ticketing, smart inquiry categorisation, personalised assistance, real-time analytics, and an updated knowledge base. Real success came from more than just technology. It was about setting realistic goals and making decisions based on industry standards, client needs, and consumer expectations. It was practical use, not simply tech hype. This type of approach can significantly help businesses manage strategic growth or peak-season CX periods, where performance matters. How did we pinpoint the need for AI? Through detailed assessment and simulating different scenarios to identify where AI could have the greatest impact, based on successful applications in similar businesses. What's your take? What solutions work for you? Share your thoughts! 

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By adopting NICE Workforce Management and True-To-Interval (TTI), Dutch Railways NS (Nederlandse Spoorwegen) can effectively manage staffing requirements, unlocking endless potential for the business and its agents across digital channels. Learn more on NICE Customer Stories: https://bit.ly/4gpcBIt #NICECustomerStories #WorkforceManagement #TrueToInterval

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🚀Discover why Visma Connect B.V. goes all-in on public cloud benefits for customers. In our latest blog, Sarah le Roux and Jan-Paul van der Velden explore key aspects of working with the public cloud, from security to CO2 reduction.💡Learn more 👉https://sowo.kr/EGLHjDSt #PublicCloud #DataSecurity #Blog #SureSyncByVisma

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✨ The true secret to customer experience? Less friction, more loyalty. Customers aren’t asking for the moon—they just want ease. → No endless waits. No repeating the same details. No frustrating follow-ups. Just quick answers, smooth processes, and effortless resolutions. Here’s what EFFORTLESS CX should look like, powered by key solutions: 🚀 Streamlined Assistance: Blend human expertise with AI where it matters. Let AI handle routine queries, so your team can focus on what truly counts. ⚙️ Seamless Operations: Track, verify, update, process, and analyse—all without the usual headaches. 🔄 Automated Updates: Keep customers in the loop with automatic notifications, easing the load on call centres. 📅 Optimised Scheduling: Perfect your agent scheduling and workload distribution. 📈 Sentiment Analysis: Understand customer sentiment and uncover vital insights to prevent crises and seize opportunities. 🌍 Global Expansion: Handle queries in dozens of languages while cutting translation costs. 📝 Concise Summaries: Generate accurate call summaries and translations effortlessly. 📊 Advanced Reporting: Automate reports to identify trends and optimise processes seamlessly. 🎯 Performance Monitoring: Track agent performance to boost customer satisfaction. 🤖 AI Co-Pilots: Leverage AI chatbots to tap into your company’s knowledge base with ease. But here’s the real magic: It’s not just about the technology; it’s about how you use it. → Data-Driven Loyalty: Harness data from agents, customers, and marketing to uncover what truly drives loyalty. Remember, automation isn’t about replacing people; it’s about empowering them to build relationships, tackle complex challenges, and add genuine value. In the end, it’s all about making it easier for your customers to love you. So, what’s your next move? #CXAutomation #AI #CustomerExperience #Loyalty

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During the Nationale Klantcontact Week, the Dutch national week of customer service, we're highlighting the evolution and importance of customer service in our latest article. Customer support has evolved significantly over the years, from traditional call centers to sophisticated digital platforms that combine AI technology with human expertise. What started as a simple service over the phone has shifted to a more proactive approach, using various channels such as email, live chat, and social media to engage with customers. The use of AI in customer service has resulted in the widespread use of chatbots. These can manage a wide range of requests from customers without requiring human involvement. Human interaction, on the other hand, continues to be essential in many industries, particularly those that rely heavily on networking. Especially in the M&A sector, where the importance of networking cannot be overstated, in-person or virtual meetings allow for a richer, more detailed exchange of information. While virtual interactions have become more prevalent, the essence of these connections remains the same. After all, M&A isn't just about two companies merging; it's about people, processes, and cultures coming together. Virtual data rooms (VDRs) are responsible for successful communication in merger and acquisition circumstances. They represent a technology innovation that complements high-quality, personalized customer support. Customer support in VDRs is proactive, providing direction and assistance before difficulties develop, making the complex M&A process move more smoothly and effectively. This guarantees that both buyers and sellers completely understand and use the VDR's capabilities, increasing efficiency and security throughout the due diligence process. At Virtual Vaults, we redefine your deal workflow to provide a secure, efficient experience. Our 24/7 customer support, available every day of the year, is one of the key distinctions that has driven us to the very top of the Benelux data room provider rankings. This ensures that you get immediate, personalized support whenever you needed. Our journey with you begins with a demo and continues with personalized support from our Customer Success team. This includes seller and buyer onboarding, as well as kickoffs and calls tailored to specific needs. This strategy is more than just problem resolution; it is about guaranteeing that our platform integrates seamlessly into your M&A processes, offering guidance at every stage. Our latest blog post explores the evolution of customer support and the importance of personalized support with proactive customer engagement. Read on to find out how we're setting new standards in customer support: https://okt.to/kE8nQX #NKW #klantcontact #NKW2024 #CustomerServiceWeek

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# Tech vs. Humans—Who Truly Shapes CX Excellence? 🤖👥 In the ever-evolving customer experience landscape, we face a pivotal question: automation or human touch? Let's dive deeper. ## The Tech Advantage 📈 The numbers don't lie. Companies leveraging CX tech are seeing: - 15-20% boost in customer satisfaction - 20-40% reduction in costs - 20% growth potential (McKinsey data) The message seems clear: embrace tech or risk falling behind. ## The Human Element ❤️ Yet, here's the twist—75% of global consumers still prefer human interaction for key moments (PWC). The preference varies: - Germany: 84% - USA: 82% - Australia: 81% - Japan: 53% (more tech-leaning, but human touch still matters) ## Finding the Sweet Spot 🎯 The real winner? A balanced approach. Here's what works best: ✅ Self-service: Tech excels at FAQs and basic queries ✅ Messaging/email: Automation for quick fixes, humans for complexity ✅ Phone/live chat: Human agents remain indispensable Consider fintech fraud disputes: - Tech: Processes data, flags issues - Humans: Guide clients through emotional turbulence with empathy ## The Future Perspective 🔮 Will we move toward more automation? Likely. But remember—the most intelligent response isn't always a programmed one. Our human brains remain unmatched in navigating the complexities of demanding customer experiences. ## Your Turn 🤔 Are we ready to put tech ahead of people? What role do you see humans playing in the future of CX?

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As we enter the Q4 holiday season and many of you prepare for the busy retail period, it's essential to remember that customers reach out to us for a reason—whether to resolve an issue, seek assistance, or simply get help. It's crucial to treat others as you would like to be treated. Therefore, hiring and training staff who are empathetic and attentive to customers' needs is vital. Empathy has become a buzzword, but finding a company that integrates empathy into its hiring strategy as a core skill is still rare. During these challenging times, with economic uncertainties and job losses, showing empathy, understanding, and being an excellent listener extends far beyond just meeting KPIs. Good luck to everyone this Q4 season. It's time to buckle up and focus on creating happy and loyal customers. In the long run, empathy in customer service is the best investment you can make. #intouchcx #empathyinservice

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As a #CX expert in Europe, the latest EU stats on #EUDigital usage are eye-opening! - Sweden, Norway, the Netherlands, Finland, and Denmark lead in Digital solution adoptions across all sectors, with Sweden having 8.7% ICT specialists compared to the EU average of 4.8% 👌 - Germany and France stand at 4.9% and 4.7%, highlighting room for growth in these major economies 🙄 - The EU's Digital Intensity in Business at 41.3% is concerning as a percentage of total businesses. - Looking to 2023, only 8% of EU businesses were utilizing AI, with Germany, France, and Italy falling below this average 👀 To explore these statistics further, visit: https://lnkd.in/em_yvxhA With the EU facing challenges in traditional industries, how can we enhance adoption to create more growth opportunities for Europeans? The need for skilled manpower in the coming decade adds urgency to this question. What are your thoughts on boosting adoption and nurturing talent for a prosperous future? 🌱#CustomerInsights #CX #Datadriven #Valueproposition #G8

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It's hard & costly enough to hire & retain contact centre talent, so saddling Agents with boringly repetitive tasks, requiring no ingenuity, that could easily be resolved better by #machinelearning, is lazy and counter-productive solutioning. Read why #CXautomation makes sense.

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It was a great panel discussion on Sales Leadership with Jurgita Bičeika and Leon van der Laan today at Autumn Sales Summit, organized by the Conquer Sales Community. We went far beyond just the sales domain and challenged each other on leadership definitions, empathy, a-ha moments, team productivity, challenges for first-time leaders and etc. I think we could have talked for several more hours 😅 Key take aways: — Self awareness is a crucial skill for any leader. When you’re aware of yourself, you can better understand others’ strengths and weaknesses. — Bonding and connection with the team is essential; it’s always a 2 ways process. You’re not only building a team that will follow you but also building yourself to earn the team’s trust. — Be open-minded, share and ask for feedback, be proactive and look for opportunities to get a mentor internally (co-workers from different departments) and externally (other companies employees, communities). Never stop learning. Thanks a lot to Cedric Charpenet for hosting this event and inviting me to speak on the panel. Honored to be a part of this community!

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At the core of interactive dashboards lies their ability to display key #callcenter metrics in real-time, providing an unparalleled level of visibility into agent performance.  Get more insights into the proven ways how interactive dashboards are improving call center agent’s performance in this great read by my friend and Etech Global Services' VP Corporate Strategy, Amit Kachhawa. #interactivedashboard #AI #Auotmation #AgentEmpowerment

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🚀 Exciting News from #Intershop! 🚀 Discover how servitization is revolutionizing operations and enhancing customer experiences at #Huisman. 💡 Learn, engage, and let us know your thoughts! Read more: https://lnkd.in/dYMnNd5Q

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🚀 Exciting News! 🚀 Our latest webinar "CX Monitoring" presented by Nicolette Nijhuis, our Lead Data Consultant, is now live! 💥 Join us and discover how to revolutionise your customer experience: ✨ Master the art of setting up a robust CX measurement framework ✨ Dive into a real client case to see CX performance monitoring in action ✨ Explore practical, real-time approaches for effective CX governance Ready to elevate your CX game? Simply comment "CX Monitoring" below, and we'll send you the exclusive link!

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Driving Excellence in the Dutch Telecom Market! Excited to share insights on optimizing customer experience and operational efficiency in the telecom industry. Discover how the role of Director of Customer Experience and Operational Excellence can elevate your business by focusing on: 🔹 Increasing Net Promoter Score (NPS) 🔹 Enhancing Customer Effort Score (CES) 🔹 Reducing delivery and service costs 🔹 Strengthening digital customer journeys 🔹 Ensuring supply chain stability Embrace strategies that leverage customer feedback, simplify processes, and harness technology to stay ahead in the competitive landscape. Dive into the details and see how you can transform your telecom operations for maximum impact! Read full article here: https://lnkd.in/eRKk_vz9 #Telecom #CustomerExperience #OperationalExcellence #NPS #CES #DigitalTransformation #SupplyChain #Leadership #Innovation

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These statistics demonstrate the scale and breadth of Cennox's services to the retail industry - multi-vendor and multi-domain services !

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Changing perspectives… How can we show loyalty to our customers? Not, how can we make our customers more loyal… Joined a webinar with Steven Van Belleghem and TheyDo - Journey Management the other day. I really enjoyed Stevens take on customer loyalty systems. Thanks Steven. #cx #loyalty

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