Customer Contact Week Europe 2019

Martijn Franssen


Director Digital Customer Service
KPN


2:00 PM CASE STUDY: Accelerating self care: KPN;s digital customer service initiatives and outcomes

As the leading telecom provider in the Netherland, KPN has a keen focus on transforming customer service and provide frictionless interactions and service through digital technologies. Hear the key initiatives and lessons learned from Martin in this case study:
  • Unitisation of the VRS: Voice experience and digital self care
  • Boosting live chat to facilitate the digital transformation of Customer Service
  • RPA as door opener to a more efficient customer operation


Check out the incredible speaker line-up to see who will be joining Martijn.

Download The Latest Agenda