Philippe is responsible within Dialog Group for business development, innovation and consultancy. Both internally and externally. Together with his team, he has shaped Dialog Group's vision in the field of customer interaction. Furthermore, Philippe is responsible for Dialog Group's portfolio and the solutions offered by Dialog Group through its technology partners.
The interaction you have with a customer as an organization is often fragmented across different channels, systems, processes and departments. How do you ensure - despite all the internal factors - that all digital customer interactions are still personalized and frictionless?
The answer is within reach. Organizations need to centralize control over all systems, processes and departments related to customer interaction. If you succeed in getting all this to work well together and connecting it to all the channels through which your customers come into contact with your organization, then you have a solid basis for achieving an optimal customer experience within the customer journey.
In practice, I see that many organizations struggle to get this properly organized. Complex IT processes, incorrect or insufficient use of data and noses that are not pointed in the same direction. These factors create unnecessary barriers and stand in the way of a good customer journey.
The customer interaction layer is a way to better organize all interactions between customers and employees, including the systems and processes needed to do so. It is not a tangible product that we deliver. It is a way of working in which our specialists can help you connect the systems and departments within the organization.
The customer interaction layer brings together all the systems and processes that affect your customer interaction. This enables you to provide real-time relevant experiences to your customer, make your business processes more efficient, reduce your costs and get a grip on your customer interaction.
An email address change by a customer seems like a simple adjustment, but all kinds of engines start running on the back end [1]. The IT department wants to store the data securely, the marketing department wants to use the data to provide a real-time automated, yet personalized response back, and customer service wants to always have the most up-to-date data. Each department has its own purposes and this creates fragmentation [2].
Larger organizations consist of multiple departments and use many systems and processes. There is nothing wrong with that, as long as you, as an organization, control it and realize mutual integrations. Systems should support employees and customers. Not the other way around. To regain or maintain control you can add a customer interaction layer to your organization.
CUSTOMERS
FOR LIFE
Faster processes, proactive communication, satisfied employees and loyal customers
THE CUSTOMER INTERACTION LAYER
A customer engagement hub with central ownership, directivity and insight into customer interactions.
CAUSES AT COMPANIES
Insufficient alignment between Organization, IT, and Data
Dissatisfied customers due to long waiting times, non-personalized information and too many manual operations
RECOGNIZABLE CHALLENGES
IN CUSTOMER INTERACTION
FOR BUSINESS
Faster throughput times and frictionless customer journeys.
FOR MARKETING
& INNOVATION
Higher conversion and better engagement through more personalization in customer interaction.
FOR IT
Lower costs due to end-to-end digital processes
Do you have questions about the customer interaction layer or would you like to know how to set up the customer interaction layer within your organization? Then look for the interaction for a virtual coffee:
Philippe van Nieuwenborgh
E-mail: philippe.vannieuwenborgh
@dialoggroup.eu
Mobile: +31 6 346 58 509
- Data quality, integration & transformation
- Omnichannel interaction (design & delivery)
- Workflow, automation & orchestration
- Digital identity services
- Archiving & presentation
5 AREAS OF COMPETENCE WITHIN THE CUSTOMER INTERACTION LAYER
interaction layer
Philippe is responsible within Dialog Group for business development, innovation and consultancy. Both internally and externally. Together with his team, he has shaped Dialog Group's vision in the field of customer interaction. Furthermore, Philippe is responsible for Dialog Group's portfolio and the solutions offered by Dialog Group through its technology partners.
The answer is within reach. Organizations need to centralize control over all systems, processes and departments related to customer interaction. If you succeed in getting all this to work well together and connecting it to all the channels through which your customers come into contact with your organization, then you have a solid basis for achieving an optimal customer experience within the customer journey.
In practice, I see that many organizations struggle to get this properly organized. Complex IT processes, incorrect or insufficient use of data and noses that are not pointed in the same direction. These factors create unnecessary barriers and stand in the way of a good customer journey.
The interaction you have with a customer as an organization is often fragmented across different channels, systems, processes and departments. How do you ensure - despite all the internal factors - that all digital customer interactions are still personalized and frictionless?
The customer interaction layer is a way to better organize all interactions between customers and employees, including the systems and processes needed to do so. It is not a tangible product that we deliver. It is a way of working in which our specialists can help you connect the systems and departments within the organization.
FOR IT
Lower costs due to end-to-end digital processes
FOR BUSINESS
Faster throughput times and frictionless customer journeys.
FOR MARKETING
& INNOVATION
Higher conversion and better engagement through more personalization in customer interaction.
CAUSES AT COMPANIES
Insufficient alignment between Organization, IT, and Data
Dissatisfied customers due to long waiting times, non-personalized information and too many manual operations
RECOGNIZABLE CHALLENGES
IN CUSTOMER INTERACTION
THE CUSTOMER INTERACTION LAYER
A customer engagement hub with central ownership, directivity and insight into customer interactions.
CUSTOMERS
FOR LIFE
Faster processes, proactive communication, satisfied employees and loyal customers
The customer interaction layer brings together all the systems and processes that affect your customer interaction. This enables you to provide real-time relevant experiences to your customer, make your business processes more efficient, reduce your costs and get a grip on your customer interaction.
Larger organizations consist of multiple departments and use many systems and processes. There is nothing wrong with that, as long as you, as an organization, control it and realize mutual integrations. Systems should support employees and customers. Not the other way around. To regain or maintain control you can add a customer interaction layer to your organization.
An email address change by a customer seems like a simple adjustment, but all kinds of engines start running on the back end [1]. The IT department wants to store the data securely, the marketing department wants to use the data to provide a real-time automated, yet personalized response back, and customer service wants to always have the most up-to-date data. Each department has its own purposes and this creates fragmentation [2].
Do you have questions about the customer interaction layer or would you like to know how to set up the customer interaction layer within your organization? Then look for the interaction for a virtual coffee:
Philippe van Nieuwenborgh
E-mail: philippe.vannieuwenborgh
@dialoggroup.eu
Mobile: +31 6 346 58 509
- Data quality, integration & transformation
- Omnichannel interaction (design & delivery)
- Workflow, automation & orchestration
- Digital identity services
- Archiving & presentation
5 AREAS OF COMPETENCE WITHIN THE CUSTOMER INTERACTION LAYER