Hyper personalised customer experience at scale

Digitisation ensures that organisations more than ever before are in direct contact with their (end) customers. Social media, apps and webshops – they all result in an enormous increase in the available consumer data. This data can potentially be used to create hyper personalised customer experiences and optimise the sales process. However, in this connected world, many organisations are struggling with the question of how to extract the wealth of information. 

During this Virtual Round Table it was discussed how organisations can make the step from collecting data to gaining insights to come to concrete actions. One of the most important points was the use of a clear, uniform data strategy and the involvement of internal stakeholders.

“To serve every customer as relevant as possible”. That is the goal of Nicole Verburg. VodafoneZiggo is becoming more and more personal through more and more channels with its customers. By collecting data on all these touchpoints in a single platform, VodafoneZiggo is able to approach its customers in a hyper-personalised, real-time and relevant manner in the sales and service process. During her presentation Nicole talked about the transition to an omni-channel data-driven organisation. A journey that went beyond technology. It was a total business transformation: focus, the desire to really want to change, collaboration in multidisciplinary teams and breaking through silos were essential.

The following participants were among others present during this session:

  • Director Digital Instore | Ahold Delhaize
  • Director Data Innovation & Analytics | cooperatie VGZ
  • Head of Data | HEMA
  • Directeur Data Solutions | PostNL
  • Head of Business Services | Essent

This meeting was organised by Flevum in collaboration with partners Deloitte and Informatica.

Some responses after the virtual Round table

  • Thank you for sharing your journey openly! Recognisable parts of my ConnectMe journey. 
  • Thanks for your clear story, Nicole. I’m going to work on the challenge of acting from one common interest, namely the interest for the client.
Speaker

Nicole Verburg

Director Customer Value Management

“Through the large availability of data, hyper-personalised customer experiences are now feasible”

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