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How do you improve customer experience with omnichannel?

Omnichannel improves customer experience by seamlessly integrating all communication channels, allowing customers to continue their conversation regardless of the channel chosen. This means your customers don’t have to tell their story over and over again, leading to higher satisfaction, faster resolutions and stronger customer loyalty. In this article, we answer key questions about how to successfully deploy omnichannel for a better customer experience. Omnichannel is an integrated approach where all customer contact channels work together seamlessly through a single system. Unlike multichannel, where channels operate independently of each other, omnichannel shares all customer information real-time between channels. This creates consistent, personalized experiences where customers take their journey […].

What software supports omnichannel?

Omnichannel software connects all customer communication channels in one integrated platform, allowing customers to seamlessly switch between phone, email, chat, social media and other channels without having to restart their conversation. This software collects all customer interactions in one central database, allowing employees to always see the full customer history, regardless of the channel used. In this article, we answer the most important questions about omnichannel software, from the different types of solutions to implementation tips and the specific opportunities for Dutch companies. Omnichannel software is an integrated solution that connects all customer communication channels in one central platform. Unlike multichannel, where channels operate independently of each other, […]

What is the ROI of RPA?

The ROI (Return on Investment) of RPA measures the financial return on your investment in process automation. Organizations see an average payback period of 6-18 months, with direct cost savings on staff hours, error reduction and process acceleration being key factors. The real value goes beyond numbers alone, with improved employee satisfaction, better compliance and scalability future-proofing your organization. ROI in RPA is about the ratio of your total investment to the revenue generated by your automation project. This includes not only direct cost savings from less manual work, but also time savings, quality improvement and strategic benefits that are more difficult to quantify. […]

How safe is RPA for corporate data?

RPA (Robotic Process Automation) is safe for corporate data when you implement the right security measures. Modern RPA platforms offer comprehensive security features such as encryption, access control and audit trails that protect your business data during automation. Security depends on how you configure the technology, what processes you automate and how well you follow security protocols. These questions will help you understand how to securely deploy RPA for your business processes. The biggest security risks with RPA are unauthorized access to sensitive data, insufficient encryption of login credentials, lack of audit trails and vulnerabilities when integrating with legacy systems. These risks often arise from hasty implementations without proper […]

What is the difference between RPA and AI?

RPA (Robotic Process Automation) and AI (Artificial Intelligence) are two different technologies that are often mentioned together but work fundamentally differently. RPA is software that mimics human actions in digital systems for repetitive tasks according to fixed rules, while AI is technology that simulates human intelligence for pattern recognition and decision-making. The main difference is in how they approach tasks: RPA follows pre-programmed instructions like a digital assistant, AI learns from data and adapts to new situations. RPA stands for Robotic Process Automation and consists of software robots that mimic human actions in digital systems. These bots […]

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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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