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What do customers expect from omnichannel in 2026?

Customers expect you to know them, understand them and serve them seamlessly through any channel they choose. Rather than telling their story over and over again, they expect your organization to have their complete customer history ready, regardless of whether they call, chat or email. This omnichannel approach goes beyond simply offering multiple channels: it means that all communication is integrated into one system where customers decide how and when to contact you. Customers expect fast response times, personalized service and the ability to effortlessly switch between channels without losing information. For customers in 2025, omnichannel means one fluid […]

What steps are needed for omnichannel transformation?

Omnichannel transformation means integrating all customer touch points into one seamless experience where customers can effortlessly switch between channels. It goes beyond multichannel by fully connecting data, processes and systems so that customer information is available everywhere. For Dutch companies with legacy systems such as Avaya and Mitel, this is the logical step to modern, efficient customer communications. The transformation not only improves the customer experience but also increases operational efficiency through streamlined processes and better information sharing between teams. Omnichannel transformation is the process of integrating all customer contact channels – telephony, email, WhatsApp, chat and social media – into one cohesive system. […]

Can RPA improve my business processes?

Yes, RPA can significantly improve your business processes by automating repetitive tasks, reducing errors and freeing up employees for more valuable work. This technology mimics human actions in existing systems, allowing you to optimize processes without costly system replacements. The impact varies by organization, but companies often see cost savings of up to 80% in automated processes, increased accuracy and 24/7 process execution. RPA (Robotic Process Automation) is software technology that automates repetitive, rule-based tasks by mimicking human actions in digital systems. Software robots perform tasks such as entering data, processing forms and navigating between applications exactly as an employee would […].

Which processes are suitable for RPA?

RPA (Robotic Process Automation) is suitable for processes that recur regularly, follow clear rules and require a lot of manual work. The best candidates are administrative tasks with structured data such as invoice processing, order processing and reporting. Processes should be stable with few exceptions and have high volume to justify the investment. These questions will help you determine which processes in your organization will benefit most from automation. RPA works best for processes that are rule-based and predictable. These tasks follow fixed steps without much variation, work with structured data from databases or spreadsheets, and occur frequently enough to make automation cost-effective […].

What is the cost of RPA implementation?

The cost of RPA implementation varies greatly depending on your organization size, process complexity and chosen approach. For Dutch companies, investments range from a few thousand euros for simple processes to substantial amounts for enterprise-wide automation. The important thing is that you not only look at the initial costs, but also at the payback period and long-term benefits. These questions will help you get a realistic picture of what RPA means for your organization. RPA implementation costs for Dutch companies depend on three main factors: company size, number of processes to be automated and complexity of integrations. Small organizations often start with one or two processes, […]

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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!

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