digital disruption @t-mobile
TRANSCRIPT
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WELKOM!
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I AM ROGIER. CURIOUS. IGNORANT. MAKING PROGRESS.LEADING DIGITAL SERVICE & TRANSFORMATION AT T-MOBILE NL
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@rogierschmit
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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
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ONLINE LANDSCAPE
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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 *
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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
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KLANTEN DOMINEREN HET FORUM
65% van de vragen wordt beantwoord door klanten
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>96% OF SERVICE CONTACT IS NOW DIGITAL. STRONG RISE OF WEB/APP & SOCIAL CONTACTS
Service share per channel
E-Mail reduction
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WE LIVE IN EXPONENTIAL TIMES
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15-12-15– Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation
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MANY OF THE JOBS STUDENTS WILL HAVE AND TECHNOLOGY THEY WILL DOES NOT EXIST YET
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THE ‘ BIG SHIFT’ HAS ALREADY STARTED
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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’
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NEW DISRUPTIVE SYSTEMS FACE RESISTANCE
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BECAUSE OUR LIFE IS STILL MAINLY A BELL CURVE
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THE MOST RESPONSIVE TO CHANGE WILL SURVIVE
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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
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3 FACTORS THAT BRING BETTER PERFORMANCE AND SATISFACTION TO KNOWLEDGE WORKERS NOWADAYS
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MY DAUGHTER OF 10
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MORE IMPORTANT THAN A HIGH IQ IS HAVING “ICE”
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http://99u.com/workbook/41195/more-important-than-having-a-high-iq-ice
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DOING IS THE NEW LEARNING
15-12-15– Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation
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WE DON’T MAKE MISTAKES
15-12-15– Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation
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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”
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SOCIAL BUSINESS
E-TRANS-
FORMATION
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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
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HET TEKENLAB HELPT SAMENWERKING, CREATIVITEIT EN RESULTAATGERICHTHEID BEVORDEREN
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PROJECT TONY MAAKT VAN VIDEO HET NIEUWE POWERPOINT
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FORUM TEAM STELT ZICHT VOOR
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SOCIAL HANGOUT CENTRALE PLEK VOOR CONTACT
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Marketing op Offsite
Hands-on board reviews
Goede training houdt je scherp
Klanten beter begrijpen
Beter prioriteiten stellen
Bedrijf wordt flexibeler en klantgerichter
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IEDEREEN IS CEO BIJ T-MOBILE
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Medewerker
s
Klanten
T-Mobile
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WEBCARE FOR DUMMIES
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DIGITAL CAMPUS OM NIEUWE VAARDIGHEDEN TE LEREN
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MAGENTA TALKS, VIRTUELE MEDEWERKER T-MOBILE
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#FAILURE NIGHT
15-12-15– Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation
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WEBCARE IN HET WILD
15-12-15– Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation
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BOTTOM UP INITIATIEF START OP SOCIALE KANALEN EN KAN MEER OPLEVEREN DAN JE WENST
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DIGITAL LEREN DOOR
EXPERIMENTEREN
BOTTOM UP INITIATIEFWIN-WIN-WIN
PURPOSE FOUTEN
MAKEN EN VIEREN
IEDEREEN KLANTCONTAC
T
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THANKS FOR YOUR ATTENTION!DANK VOOR JE AANDACHT!