Jaco Haans

Utrecht Area, Netherlands Netherlands

Account Director Customer Experience, Account Director Belastingdienst

The world of Customer Service is changing faster and faster. Modern customers and citizens interact with brands through social conversations,even without the organisation is involved. Customers and citizens expect different communication channels and prefer digital interaction, not email, but chat, text, virtual assistance and self service. Not only the customer service teams are challenged by these increasing demands, but also the CIO needs to increase the speed of delivery against decreasing budgets. Both commercial and governmental institutes need to change as fast as their customers do. Research shows that 98% of customers move between devices in the same day, 52% use 3 to 4 channels...