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Page 1: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity
Page 2: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity
Page 3: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity

Twitter: @NienkeBloem!Linkedin: Nienke Bloem!

making !customer experience!

work!!

Page 4: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity

!Customer Experience:!

De perceptie die de klant heeft van alle interacties met jou als bedrijf. Gedurende de hele klantreis en in alle kanalen.!

!!!

Customer Experience Management:!Het organiseren van waardevolle klantervaringen, !

gedurende de hele klantreis en in alle kanalen.!!

!

Definitie!

Page 5: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity
Page 6: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity
Page 7: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity

Routebepaling = CX Strategie!

Doelen stellen!

Luisteren naar klanten!

1! 2! 3!

Leveren op basis van!Customer Journey!

Klantgerichte!Cultuur!

1! 2! 3!

Page 8: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity

Customer Experience Strategie!

Doelen stellen!

Luisteren naar klanten!

1! 2! 3!

Leveren op basis van!Customer Journey!

Klantgerichte!Cultuur!

1! 2! 3!

Page 9: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity

Customer Experience Strategie!

Page 10: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity

Customer Experience Strategie!

Doelen stellen!

Luisteren naar klanten!

1! 2! 3!

Leveren op basis van!Customer Journey!

Klantgerichte!Cultuur!

1! 2! 3!

Page 11: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity

Mooi voorbeeld van een andere Bank!

Page 12: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity

Customer Experience Strategie!

Page 13: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity

Source: Forrester Research Inc !

Page 14: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity

Customer Experience Strategie!

Doelen stellen!

Luisteren naar klanten!

1! 2! 3!

Leveren op basis van!Customer Journey!

Klantgerichte!Cultuur!

1! 2! 3!

Page 15: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity

Text here

Page 16: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity

Customer Experience Strategie!

Page 17: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity
Page 18: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity
Page 19: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity
Page 20: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity
Page 21: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity

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