Date post: | 22-Jan-2018 |
Category: |
Marketing |
Upload: | rogier-schmit |
View: | 369 times |
Download: | 0 times |
WELKOM!
I AM ROGIER. CURIOUS. IGNORANT. MAKING PROGRESS.LEADING DIGITAL SERVICE & TRANSFORMATION AT T-MOBILE NL
2
@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
4
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
Winkels
Kostprijs per kanaal
DIGITAL
PERSONAL
SOCIAL
1 to manySelf service
Human assisted
Netto kosten per Nov ‘15
5
KLANTEN DOMINEREN HET FORUM
65% van de vragen wordt beantwoord door klanten
6
>96% OF SERVICE CONTACT IS NOW DIGITAL. STRONG RISE OF WEB/APP & SOCIAL CONTACTS
Service share per channel
E-Mail reduction
7
WE LIVE IN EXPONENTIAL TIMES
6
15-12-15– Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation
9
MANY OF THE JOBS STUDENTS WILL HAVE AND TECHNOLOGY THEY WILL DOES NOT EXIST YET
9
THE ‘ BIG SHIFT’ HAS ALREADY STARTED
10
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
13
BECAUSE OUR LIFE IS STILL MAINLY A BELL CURVE
14
THE MOST RESPONSIVE TO CHANGE WILL SURVIVE
15
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
17
MY DAUGHTER OF 10
18
MORE IMPORTANT THAN A HIGH IQ IS HAVING “ICE”
19
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
20
WE DON’T MAKE MISTAKES
15-12-15– Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation
21
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”
22
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
23
HET TEKENLAB HELPT SAMENWERKING, CREATIVITEIT EN RESULTAATGERICHTHEID BEVORDEREN
24
PROJECT TONY MAAKT VAN VIDEO HET NIEUWE POWERPOINT
26
FORUM TEAM STELT ZICHT VOOR
27
SOCIAL HANGOUT CENTRALE PLEK VOOR CONTACT
28
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
29
Medewerker
s
Klanten
T-Mobile
WEBCARE FOR DUMMIES
30
DIGITAL CAMPUS OM NIEUWE VAARDIGHEDEN TE LEREN
31
MAGENTA TALKS, VIRTUELE MEDEWERKER T-MOBILE
32
#FAILURE NIGHT
15-12-15– Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation
33
WEBCARE IN HET WILD
15-12-15– Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation
34
BOTTOM UP INITIATIEF START OP SOCIALE KANALEN EN KAN MEER OPLEVEREN DAN JE WENST
35
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!