customer experience it is rocket science - nienke bloem, thought leader customer centricity
TRANSCRIPT
![Page 1: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity](https://reader035.vdocuments.net/reader035/viewer/2022081323/5887ba3c1a28ab817a8b60b1/html5/thumbnails/1.jpg)
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Twitter: @NienkeBloem!Linkedin: Nienke Bloem!
making !customer experience!
work!!
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!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!
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Routebepaling = CX Strategie!
Doelen stellen!
Luisteren naar klanten!
1! 2! 3!
Leveren op basis van!Customer Journey!
Klantgerichte!Cultuur!
1! 2! 3!
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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](https://reader035.vdocuments.net/reader035/viewer/2022081323/5887ba3c1a28ab817a8b60b1/html5/thumbnails/9.jpg)
Customer Experience Strategie!
![Page 10: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity](https://reader035.vdocuments.net/reader035/viewer/2022081323/5887ba3c1a28ab817a8b60b1/html5/thumbnails/10.jpg)
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](https://reader035.vdocuments.net/reader035/viewer/2022081323/5887ba3c1a28ab817a8b60b1/html5/thumbnails/11.jpg)
Mooi voorbeeld van een andere Bank!
![Page 12: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity](https://reader035.vdocuments.net/reader035/viewer/2022081323/5887ba3c1a28ab817a8b60b1/html5/thumbnails/12.jpg)
Customer Experience Strategie!
![Page 13: Customer experience it is rocket science - Nienke Bloem, Thought Leader Customer Centricity](https://reader035.vdocuments.net/reader035/viewer/2022081323/5887ba3c1a28ab817a8b60b1/html5/thumbnails/13.jpg)
Source: Forrester Research Inc !
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Customer Experience Strategie!
Doelen stellen!
Luisteren naar klanten!
1! 2! 3!
Leveren op basis van!Customer Journey!
Klantgerichte!Cultuur!
1! 2! 3!
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Customer Experience Strategie!
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