Peter Vertongen

Peter Vertongen

As a strategic thinker, I advise organizations on how to unlock their full digital potential. I’m passionate about sharing my experience and know how so I’m always open to discuss all things digital.

VIII - Thou shalt keep humans in the loop

VIII - Thou shalt keep humans in the loop

Once you’re delivering data-driven CX, automation is a logical next step to scale up. However, algorithms are not perfect, and should always be supervised by humans. Here’s why.

Peter Vertongen
Peter Vertongen
Customer experience
VII - Thou shalt never stop optimizing

VII - Thou shalt never stop optimizing

A perfect customer experience today is no guarantee for tomorrow. Lives and even whole economies change, forcing you to adapt, improvise and overcome. Or at least continuously optimize and improve customer experiences.

Peter Vertongen
Peter Vertongen
Customer experience
VI - Deliver on thy brand promise

VI - Deliver on thy brand promise

Whether you’re aware of it or not, your company has a brand image. Customers expect certain things from your brand, based directly on your own branding or on external factors. This brand promise has an impact on your customer experience. So, if you want happy clients, deliver on your brand promise.

Peter Vertongen
Peter Vertongen
Customer experience
V - Thou shalt be customer-centric front to end

V - Thou shalt be customer-centric front to end

Optimizing your cx means not only understanding customers’ needs, but also acting on them. And to do that, you need to think customer-centric. Easier said than done, right? Thinking customer-centric means putting the customer first, front-to-end. The good news: there’s a blueprint for that.

Peter Vertongen
Peter Vertongen
Customer experience
IV - Thou shalt identify thy audience

IV - Thou shalt identify thy audience

Where did you last experience exceptional customer service? If your local bakery, grocer or trusted hairdresser come to mind, that’s no coincidence. It’s because they know you and act accordingly. The better you know your client, the better the experience you can offer them.

Peter Vertongen
Peter Vertongen
data
III - Thou shalt treasure thy data

III - Thou shalt treasure thy data

Move over gold, myrrh and incense. The true treasure these days is data, so you should treat it as such. People are becoming increasingly aware of how much personal data they leave behind, and it’s a reason to be cautious.

Peter Vertongen
Peter Vertongen
data
II - Thou shalt treat thy employees as ambassadors

II - Thou shalt treat thy employees as ambassadors

What if Jesus viewed his disciples as mere servants? He might have gone down in history as just another ungrateful boss, and the good word would probably have never spread. Think about your own employees not just as hired hands, but as true ambassadors.

Siegert Dierickx
Siegert Dierickx
Customer experience
I - Thou shalt focus on the journey, not the interaction

I - Thou shalt focus on the journey, not the interaction

Every customer interaction counts. But you should never lose sight of the overall journey. Focus on the customer journey not just the pre-sales and sales phases.

Peter Vertongen
Peter Vertongen
Customer Journey