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Digital Disruption @T-Mobile

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Digitale Technologie ontwikkelt zich snel. Voor bestaande systemen en business modellen gaat het soms te snel of disruptief. Digitaal voelt ook wel als een hinderlijke onderbreking van je werk.
Bij T-Mobile Nederland bereiken we meer met Digitale Technologie, met een focus op altijd blijven leren. Door aandacht voor een nieuwe, digitale mindset komen we zo in de juiste flow.

Published in: Marketing
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Digital Disruption @T-Mobile

  1. 1. WELKOM!
  2. 2. I AM ROGIER. CURIOUS. IGNORANT. MAKING PROGRESS. LEADING DIGITAL SERVICE & TRANSFORMATION AT T-MOBILE NL 2 @rogierschm it
  3. 3. 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 customers Part of Deutsche Telecom. 240.000 Employees
  4. 4. ONLINE LANDSCAPE 4 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 *
  5. 5. SERVICE CONTACT STRATEGIE AIMS TO DELIVER PERSONAL EXPERIENCE AT LOWEST POSSIBLE COSTS IMPACT COSTS Web / App IVR Crowd Chat Calls Web care E-mail Winkels Kostprijs per kanaal DIGITAL PERSONAL SOCIAL 1 to manySelf service Human assisted Netto kosten per Nov ‘15 5
  6. 6. KLANTEN DOMINEREN HET FORUM 65% van de vragen wordt beantwoord door klanten 6
  7. 7. >96% OF SERVICE CONTACT IS NOW DIGITAL. STRONG RISE OF WEB/APP & SOCIAL CONTACTS Service share per channel E-Mail reduction 7
  8. 8. WE LIVE IN EXPONENTIAL TIMES 6
  9. 9. 15-12-15 – Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation 9
  10. 10. MANY OF THE JOBS STUDENTS WILL HAVE AND TECHNOLOGY THEY WILL DOES NOT EXIST YET 9
  11. 11. THE ‘ BIG SHIFT’ HAS ALREADY STARTED 10
  12. 12. 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’
  13. 13. NEW DISRUPTIVE SYSTEMS FACE RESISTANCE 13
  14. 14. BECAUSE OUR LIFE IS STILL MAINLY A BELL CURVE 14
  15. 15. THE MOST RESPONSIVE TO CHANGE WILL SURVIVE 15
  16. 16. 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-
  17. 17. 3 FACTORS THAT BRING BETTER PERFORMANCE AND SATISFACTION TO KNOWLEDGE WORKERS NOWADAYS 17
  18. 18. MY DAUGHTER OF 10 18
  19. 19. MORE IMPORTANT THAN A HIGH IQ IS HAVING “ICE” 19 http://99u.com/workbook/41195/more-important-than-having-a-high-iq- ice
  20. 20. DOING IS THE NEW LEARNING 15-12-15 – Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation 20
  21. 21. WE DON’T MAKE MISTAKES 15-12-15 – Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation 21
  22. 22. 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” 22 SOCIAL BUSINESS E-TRANS- FORMATION
  23. 23. 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 Shareholder We 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 23
  24. 24. HET TEKENLAB HELPT SAMENWERKING, CREATIVITEIT EN RESULTAATGERICHTHEID BEVORDEREN 24
  25. 25. PROJECT TONY MAAKT VAN VIDEO HET NIEUWE POWERPOINT 26
  26. 26. FORUM TEAM STELT ZICHT VOOR 27
  27. 27. SOCIAL HANGOUT CENTRALE PLEK VOOR CONTACT 28  Marketing op Offsite  Hands-on board reviews  Goede training houdt je scherp  Klanten beter begrijpen  Beter prioriteiten stellen  Bedrijf wordt flexibeler en klantgerichter
  28. 28. IEDEREEN IS CEO BIJ T-MOBILE 29  Medewerker s  Klanten  T-Mobile
  29. 29. WEBCARE FOR DUMMIES 30
  30. 30. DIGITAL CAMPUS OM NIEUWE VAARDIGHEDEN TE LEREN 31
  31. 31. MAGENTA TALKS, VIRTUELE MEDEWERKER T-MOBILE 32
  32. 32. #FAILURE NIGHT 15-12-15 – Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation 33
  33. 33. WEBCARE IN HET WILD 15-12-15 – Streng vertraulich, Vertraulich, Intern – Autor / Thema der Präsentation 34
  34. 34. BOTTOM UP INITIATIEF START OP SOCIALE KANALEN EN KAN MEER OPLEVEREN DAN JE WENST 35
  35. 35. DIGITAL LEREN DOOR EXPERIMENTER EN BOTTOM UP INITIATIEF WIN-WIN-WIN PURPOSE FOUTEN MAKEN EN VIEREN IEDEREEN KLANTCONTAC T
  36. 36. THANKS FOR YOUR ATTENTION!DANK VOOR JE AANDACHT!

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