We make life more free, easy and more fun by connecting people. In this session, Colea will take you on a journey on how KPN ensures their customers get the best experience when they order a service or product, and how this journey keeps evolving day by day, using real time data and hyper personalization. Colea will share ideas on how logistics will play an even bigger role in the future of Customer Experience and how KPN is looking at the first steps towards AI and ML.

1. Customer Journey mapping
Walk a mile in your customers shoes
Colea Weis
KPN online

4. What can we do to make this journey
as nice and easy as possible?

7. Communication is everything
and everything is communication.

8. A big part of the customer journey
is managing expectations.

9. Touchpoints
Every step should be relevant

10. Touchpoints
Every step should be relevant
e-mail & text

11. Touchpoints
Every step should be relevant
e-mail & text e-mail

12. Touchpoints
Every step should be
relevant

13. Touchpoints
Every step should be relevant
e-mail & text e-mail text

14. Touchpoints
Every step should be relevant
e-mail & text e-mail text e-mail

15. Touchpoints
Every step should be relevant
e-mail & text e-mail text e-mail
personal ‘follow my order’ page

17. Realtime feedback
The customers are in charge of the journey

18. From service to experience

19. First steps towards A.I.
And machine learning

21. Conversational experiences
based on website behaviour

22. Thank you!

23. Question:
Would you invest all of your life
savings in the company you work for?