Jan van Dam is Senior Manager at Accenture's Communications, Media and Technology group, specialized in marketing, sales and customer service.
Customer Service (CS) is a very peculiar domain: it is completely misunderstood, undervalued and underestimated by most contemporary companies. Simply put, CS is seen as a cost-center.
In this day and age – in which data is the new gold – CS may just be the biggest value-center companies have, since that is where customers are providing businesses with vast amounts of feedback, a.k.a. data in its purest form. In other words, customers are telling companies how to improve their product or service in order to become more valuable for them.
This paradox fascinates Johannes and his goal is to help organizations provide the best cross-channel customer experience as cost-effectively as possible and to discover how data insights and emerging technology (such as chatbots, VR, AR, AI) can be leveraged to extract even more value from this customer feedback. All of this has the goal of helping business become more relevant and valuable for their customers, thereby allowing companies to grow and prosper.