Jan SmetsDirector Retail and Customer Care
Since early 2016, Jan Smets heads bposts mass channels: the physical network, customer care contact centers and digital channel. bposts physical retail network consists of over 1300 postal presences, half of which fully owned and self-operated post offices. This 2500+ FTE proximity network, which manages over 35 million transactions per year, logically remains a key partner in bpost/bpost bank operational activities, but has over the years also evolved into a performing sales engine, targeting the residential and SME segments. Customer Care combines B-2-C and B-2-B contact centers, with some 500 contact center agents. It has a primary focus on inbound service, which earned the World Mail award for service in 2015. Jan also remains responsible for the digital channels, and keeps a transversal role to monitor bposts overall customer loyalty and satisfaction. Jan has final responsibility over all philatelist activities of bpost, including the printing facilities in Mechelen.
2:35 PM CASE STUDY: Driving front line behavior to install Customer oriented change - a bpost case study
“Change is easy. Now you do it”. This session focuses on bposts long term leader-led program to install a customer centric performance culture in its front line positions (branches and contact center), by focusing on the right behavioral attitudes
Key Take aways:
- Overall framework – blueprint – approach - outcomes
- Case based insights on how a large and complex organization customized a program to develop a leader led journey of steering employee behavior towards
- Lessons from the trenches: proven successes and pitfalls