Logo Pegamento

What omnichannel trends are important in 2025?

In 2025, omnichannel trends are driven primarily by AI integration, hybrid operating models and the need for seamless customer experiences across all channels. Companies that invest in integrated communications platforms now can benefit from intelligent routing, predictive analytics and improved customer loyalty. The key focus is on unifying telephony, email, WhatsApp, chat and social media into a single system that maintains customer context and provides real-time insights. Omnichannel communication means customers can communicate through any channel while retaining their full call history and context. This differs from multichannel where channels operate independently of each other. With omnichannel, customers experience one seamless journey, regardless of whether they […]

How do you measure omnichannel success?

Measuring omnichannel success is all about understanding your customer experience across all channels. You look at performance indicators such as Customer Lifetime Value, Net Promoter Score and conversion rates by channel, as well as how customers move between channels. The difference with traditional multichannel measurement is that you don’t measure per channel, but analyze the complete customer journey. With the right tools and approach, you not only calculate the ROI of your strategy, but also continuously optimize the customer experience. The most important KPIs for omnichannel success are Customer Lifetime Value (CLV), Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), conversion rates per […]

How do you maintain RPA robots?

RPA maintenance keeps your robots running by performing regular checks, updates and optimizations. Just like your car needs periodic maintenance, RPA robots require continuous attention to keep functioning reliably. This prevents process failures, reduces downtime and ensures that your automation is performing optimally. We answer key questions about effective RPA management, from maintenance frequency to troubleshooting and safety measures. RPA maintenance includes all activities necessary to keep your robots running reliably and efficiently. This means regular checks of scripts, updates to software components, monitoring performance and troubleshooting problems before they become critical. Without […]

How does RPA work in practice?

RPA (Robotic Process Automation) works in practice by using software robots that mimic human actions on computer systems. These digital assistants perform repetitive tasks such as data entry, form processing and system integration, working 24/7 without errors. RPA automates processes by navigating through applications, collecting data and executing actions according to preset rules, resulting in time savings of up to 80% and significant error reduction in administrative processes. RPA is technology that automates repetitive, rule-based tasks with software robots that mimic human actions on computers. These robots work with existing systems without the need to modify software, allowing […]

What is RPA?

RPA stands for Robotic Process Automation, a technology in which software robots perform repetitive tasks automatically by mimicking human actions in digital systems. These digital assistants work with existing applications through the user interface, without the need to modify underlying systems. RPA bots can perform tasks such as data entry between systems, process forms, generate reports and allow different applications to communicate with each other. The technology is especially valuable for organizations that spend a lot of time on high-volume manual, rule-based processes. RPA is software technology that uses digital robots to mimic and automate human actions in computer systems. […]

Download the white paper here

Deepen your knowledge with Pegamento’s white papers.

Ernst Vegter-Business consultant Pegamento

Ernst Vegter

Business Consultant

Linkedin

Hospitality is one of my deepest motivations.
Not surprisingly, of course, customer service is a common thread in my career. Aspects of hospitality is being able to connect, to facilitate but mainly to make someone feel genuinely welcome. My intuition is my greatest asset to be able to put myself in the shoes of a guest. A customer is my guest.

Fed by various senses, an image forms around the client. I listen to what is being said, watch facial expressions, taste the underlying tone and get a feel for the challenge to be addressed. An image literally forms on my retina. I have to be able to see it. If I can see it, I can create it.

In this, the trick is to pursue simplicity, give the client a warm feeling that the problem is understood, receive good advice, facilitated and carefully guided to the solution. Trust, connect and unburden.

The feeling when a guest arrives at your hotel after a long tiring journey, can sit in front of the fireplace, be handed a good glass of wine and stare carefree at the fire. My guest knows it will be okay.

This piece was written by Ernst Vegter, working as a Business Consultant at Pegamento.

Ger Koedam-Communication & Marketing Pegamento

Ger Koedam

Marketing & Communications

Linkedin

How can I help you? That’s pretty much the first question I ask when talking to people who are curious about our services. In such a conversation, the use of senses is very important. Because not everyone is the same. One person thinks in images, while for another words are important or how something feels. For me, sight and hearing are the most beautiful senses, because both eyes and ears absorb information and can convey or process emotions.

Why hearing? Because listening is essential in contact. And it’s the key to unlocking valuable insights.

I developed this skill early on. As a child, I enjoyed radio plays on the radio, bringing the stories to life in my head.

Rob Roode-Research Development

Rob Roode

Research & Development

Linkedin

Recognizing and automating patterns. Tasks we are constantly working on when implementing our robots at Pegamento. My 2 Drentsche Patrijshonden are hunting dogs and certainly not robots. The hunting instinct and intuition is basically in their genes. Continuing to offer new forms of training has taught them to recognize and act independently in hunting situations. Even “unsupervised,” even if I’m not around.

But when you try to teach a brain something, it also starts to see things you don’t expect. Dogs pick up on the slightest deviation in your voice or directions. To start recognizing that and correcting it again is perhaps the most complex challenge. But in our work, for the wonderful clients for whom we get to work, it often yields the most beautiful new insights!

This piece was written by Rob, founder of Pegamento and in charge of Marketing and R&D.

Serge Poppes-CEO Pegamento

Serge Poppes

CEO

Linkedin

Feeling. That’s the best thing Pegamento stands for. Feeling for technology in the broadest sense of the word. Not only feeling for the exciting stuff like AI, but also for the basics of communication.

The very best part of my job is selling, listening, translating and thinking about what really matters. We bring the digital transformation with a great team!
The diversity of our team, how sharp we are, but especially the wonderful things we get to make makes me feel extremely good. Hence, I intuitively chose the sense of “feeling.

Feeling gives life and differentiation!

Logo Pegamento
Contact
Support