Presentation: Aegon Pension improves the Customer Journey based on real life data
Together with Underlined, Aegon offered a glimpse of their Customer Journey Analytics. How do employees in the entire organization initiate, prioritize and manage improvements in the customer journey? With Customer Journey Analytics combined with big data analysis, journey mining and text mining, Aegon makes the customer journey, customer story and customer experience insightful. The result: continuous improvement of the customer experience and more effective customer processes.
Martijn Koopmans focuses on customer objectives and cost reduction by continuously improving customer interaction and processes for all business units. In this respect innovative solutions and methods are key.
Theo van der Steen
Theo is partner at Underlined. With the Underlined team he offers insight and advice from ‘The Voice of the Customer (VOC) analyses’. Underlined translates the VOC into steering tools and practical improvement possibilities for the Customer Experience, Humanizing the Brand and Digitale Transformation.