BLOGS & INSPIRATION
Get inspired by our blogs, interviews and other articles about digital customer interaction and delivering a superior customer experience.
Bunnik, September, 2023 - We are very proud to announce that Aspire, a well-known international industry analyst firm, has recognized European Dialog Group on their global leaderboards for the implementation of Customer Communications Management (CCM) and Customer...
Find the right balance between efficiency, accessibility, and human contact in your channel strategy
A successful channel strategy requires a balance between efficiency, accessibility, and human contact. Excessive channel steering can lead to customer frustration and loss, while listening to customer needs and providing diverse channels enhances customer satisfaction and creates a positive brand experience.
A well thought out and effective channel strategy can make the difference between satisfied customers and customers going to competitors. Let's look at the importance of a proper channel strategy in serving your customers in the best way possible.
Aspire CEO Kaspar Roos on improving customer experience, managing digital transformation and the future of artificial intelligence
Kaspar is the CEO and founder of Aspire, a consulting firm specializing in Customer Communications Management and Customer Experience Management. Dialog Group and Kaspar have the same mission: to help companies with their digital transformation to improve the customer experience company-wide.
Customer Experience Management (CXM) is a hot topic. More and more companies are recognizing that providing a great customer experience is the route to business success and growth. Is your organization ready to put CXM into practice? In this blog, read the key CXM trends of 2023.
𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲: To check whether the insurance policies are still appropriate for the situation and future dreams of its customers, VvAA periodically carries out an insurance check-up. This poses a challenge. How does the insurer keep in touch with all its insurance customers?
𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻: To make this possible, VvAA and Dialog Group have created Digital Colleague Joyce: a process bot that discusses insurance products with customers. More than 40% of the customers who are invited go through the conversation with Joyce in its entirety. This ensures that VvAA can provide valuable aftercare 24/7, without the traditional intervention of an advisor.
𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲: Omniprint, a Belgian supplier of printing and visual communication, wants to distinguish itself from the larger printing companies. To achieve this, owner Yves decided to personalize his printing. How do you ensure that large print runs are still fully personalized?
𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻: Dialog Group helps Omniprint personalize printed matter for a meal delivery company on a weekly basis. In addition, Dialog Group provides advice on how the process can be organized more efficiently. This gives Omniprint a number of loyal, regular customers and a good position in the market.
For Dialog Group it has been a special year with many highlights. Patrick Roelandt looks back on the past year with you, where we experienced substantial growth.
Ben Vloon is founder and co-owner of Crowd and Company. Prior to this, Ben has always worked on the business development and marketing side and almost always at international organizations selling complex technology. Crowd and Company. was started 10 years ago and focuses primarily on bringing together organizational promise and customer experience. We spoke to Ben about digital transformation and the acceleration needed within companies to improve customer experience.
𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲: Telenet, a large Belgian telecom provider, offers its customers a seamless digital-first experience. But not all customer communication can take place digitally, which is why Telenet wants to fully personalize the documents sent by post.
𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻: Dialog Group provides a system of information flows in which customer data is processed in a secure, structured way. In this way, Telenet's customers receive mail that is fully tailored to their needs, products and situation.
𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲: Zwitserleven, a Dutch pension company, wanted to create a new online environment where customers could easily arrange their pension affairs. But how do you implement something like this on a large scale and how do you stay personal?
𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻: Dialog Group has used personalized, interactive videos together with Zwitserleven. Including a video for the next of kin check. With this check, customers check what the financial risks are when their partner dies. The system behind the video calculates with real-time data.
𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲: Bank J. van Breda & C° faced a complex challenge in 2008, namely to become a completely paperless bank. In addition, J. van Breda & C° wanted to be a bank where the personal and the digital are aligned and where personal contact and digital interaction reinforce each other.
𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻: Together with Dialog Group, J. van Breda & C° has succeeded in digitizing their processes without losing the ease of use and the personal touch. All systems connect nicely with each other, so that the customer experience is uniform through every channel.