WELKOM!

I AM ROGIER. CURIOUS. IGNORANT. MAKING PROGRESS.LEADING DIGITAL SERVICE & TRANSFORMATION AT T-MOBILE NL

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@rogierschmit

T-MOBILE NETHERLANDS

CEO

CMO CTO COO CFO

Products

Digital Services Call center

FullfilmentBrand / Comms ReTail / eTail

Online Marketing Online Sales eService & Knowlegde mngt.eFormule webcare

T-Mobile Netherlands 3.9Mio customersPart of Deutsche Telecom. 240.000 Employees

ONLINE LANDSCAPE

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Domain Uv’s Pageviews

T-Mobile.nl 2.200.000 p/m 23.000.000 p/m

My T-Mobile 800.000 p/m 5.300.000 p/m

App 550.000 users 3.500.000 p/m

PDA.T-Mobile.nl 1.100.000 p/m * 13.500.000 p/m *

SERVICE CONTACT STRATEGIE AIMS TO DELIVER PERSONAL EXPERIENCE AT LOWEST POSSIBLE COSTS

IMPACT

CO

STS

Web /App

IVRCrowd

Chat

Calls

Webcare

E-mail

Winkels

Kostprijs per kanaal

DIGITAL

PERSONAL

SOCIAL

1 to manySelf service

Human assisted

Netto kosten per Nov ‘15

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KLANTEN DOMINEREN HET FORUM

65% van de vragen wordt beantwoord door klanten

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>96% OF SERVICE CONTACT IS NOW DIGITAL. STRONG RISE OF WEB/APP & SOCIAL CONTACTS

Service share per channel

E-Mail reduction

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WE LIVE IN EXPONENTIAL TIMES

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15-12-15– Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation

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MANY OF THE JOBS STUDENTS WILL HAVE AND TECHNOLOGY THEY WILL DOES NOT EXIST YET

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THE ‘ BIG SHIFT’ HAS ALREADY STARTED

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DIGITAL TRANSFORMED SCARCITY INTO ABUNDANCE

15-12-15 12

Everything is allowed unless it has been forbidden

Success of others are inspiring

Stimulating initiative is dominant factor

Business plan is mostly ‘go figure out’ / ‘money follows users’

NEW DISRUPTIVE SYSTEMS FACE RESISTANCE

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BECAUSE OUR LIFE IS STILL MAINLY A BELL CURVE

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THE MOST RESPONSIVE TO CHANGE WILL SURVIVE

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MINDSET IS PART OF DIGITAL TRANSFORMATION

15-12-15– Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation

16http://www.slideshare.net/NCVO/7-tips-for-digital-transformation-ncvo-webinar

3 FACTORS THAT BRING BETTER PERFORMANCE AND SATISFACTION TO KNOWLEDGE WORKERS NOWADAYS

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MY DAUGHTER OF 10

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MORE IMPORTANT THAN A HIGH IQ IS HAVING “ICE”

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http://99u.com/workbook/41195/more-important-than-having-a-high-iq-ice

DOING IS THE NEW LEARNING

15-12-15– Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation

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WE DON’T MAKE MISTAKES

15-12-15– Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation

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DIGITAL SERVICE CONFIGURATION & KEY THEMES

Digital Service is the unique blend of all online customer facing channels and disciplines ;

Social Media eFormula eService Webcare

We explore, innovate, test, implement, operate and have real time feedback.

“ A lean and mean digital operating team”

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SOCIAL BUSINESS

E-TRANS-

FORMATION

Happy employees We open up

conversation & collaboration between

colleagues and customers

Happy Customers We deliver personal,

relevant & hassle free service that give

customers the trust to stay @all touchpoints

Happy ShareholderWe grow the share and

value of online customer contacts

based on win-win-win

WE CONFIRM OUR CUSTOMERS IN THEIR CHOICE BY DELIVERING HASSLE FREE, PERSONAL AND RELEVANT SERVICES

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HET TEKENLAB HELPT SAMENWERKING, CREATIVITEIT EN RESULTAATGERICHTHEID BEVORDEREN

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PROJECT TONY MAAKT VAN VIDEO HET NIEUWE POWERPOINT

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FORUM TEAM STELT ZICHT VOOR

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SOCIAL HANGOUT CENTRALE PLEK VOOR CONTACT

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Marketing op Offsite

Hands-on board reviews

Goede training houdt je scherp

Klanten beter begrijpen

Beter prioriteiten stellen

Bedrijf wordt flexibeler en klantgerichter

IEDEREEN IS CEO BIJ T-MOBILE

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Medewerker

s

Klanten

T-Mobile

WEBCARE FOR DUMMIES

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DIGITAL CAMPUS OM NIEUWE VAARDIGHEDEN TE LEREN

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MAGENTA TALKS, VIRTUELE MEDEWERKER T-MOBILE

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#FAILURE NIGHT

15-12-15– Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation

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WEBCARE IN HET WILD

15-12-15– Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation

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BOTTOM UP INITIATIEF START OP SOCIALE KANALEN EN KAN MEER OPLEVEREN DAN JE WENST

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DIGITAL LEREN DOOR

EXPERIMENTEREN

BOTTOM UP INITIATIEFWIN-WIN-WIN

PURPOSE FOUTEN

MAKEN EN VIEREN

IEDEREEN KLANTCONTAC

T

THANKS FOR YOUR ATTENTION!DANK VOOR JE AANDACHT!