Pegamento launches its own podcast series: The Pegamento Podcast
Pegamento has launched its own podcast series focusing on technology, customer experience and humanity. In The Pegamento Podcast, Pegamento engages with inspiring entrepreneurs and experts. Listeners not only discover the story behind organizations, but also get a personal insight into who the guests are. Three installments have now been published, covering a variety of topics: […]
What are omnichannel mobile app strategies?
Omnichannel mobile app strategies connect different customer contact channels into one integrated experience in which the mobile application works seamlessly with other touchpoints such as telephony, email, chat and social media. This approach ensures that customers can continue their interaction on any channel without losing information or having to retell their story. For modern organizations, this is essential to maintain competitive advantage in an increasingly digital world. Omnichannel for mobile apps means that the application is fully integrated with all other customer contact channels within your organization. Unlike multichannel approaches, where channels operate independently of each other, an omnichannel shares […]
What are the biggest RPA implementation challenges?
RPA implementation challenges arise because organizations underestimate how much more is involved in process automation than just installing technology. Most problems lie in legacy system integration, change management, process selection, compliance risks and lack of strategic approach. Successful RPA implementation requires thorough preparation, stakeholder engagement and phased rollout with continuous monitoring. Legacy system integration represents the biggest technical obstacle in RPA implementation. Outdated systems often lack modern APIs, limited connectivity and unstable interfaces that can disrupt RPA bots. This leads to fragile automations that frequently fail with system changes. Key technical challenges include database connectivity issues where bots cannot […]
AI is not a panacea and certainly not an excuse
More and more companies are investing heavily in artificial intelligence, driven by the promise that AI will make them more productive and profitable. Practice is often less rosy and somehow everyone also feels the need to repeat the same mistakes without using real market knowledge. That will sound like a plea from WC duck but […]
How do you integrate social media into omnichannel?
Social media integration in an omnichannel strategy means that all social platforms are seamlessly connected to your other communication channels such as telephony, email and live chat. Customers can start a conversation on Facebook and continue it via WhatsApp or phone, maintaining all context. This integrated approach ensures consistent customer experiences and significantly increases satisfaction. Omnichannel social media integration is connecting all social platforms within one unified communication system. This involves linking Facebook, LinkedIn, Instagram, Twitter and WhatsApp Business to your existing telephony, email and other customer contact channels. All interactions are centrally managed with full call history and customer context. It […]
Which industries benefit most from RPA growth?
The sectors currently benefiting most from RPA growth are healthcare & wellness, financial services, government & public sector, manufacturing & production, and retail & e-commerce. These sectors experience the greatest benefits due to their high volumes of repetitive tasks, stringent compliance requirements and acute staffing shortages that make process automation a strategic necessity. Five sectors are leading the way in RPA adoption and achieving the most significant benefits from process automation implementation. Healthcare & wellness benefits tremendously from automated claims processing and client registration, drastically reducing manual errors and giving employees more time for patient care. Financial services experience significant benefits from KYC […]
What does an omnichannel CRM system cost?
The cost of an omnichannel CRM system varies greatly depending on company size, functionalities and integration requirements. Dutch SME Plus companies can count on investments spanning licensing, implementation, training and ongoing management. Transparent cost allocation helps with realistic budget planning and prevents unexpected expenses during the process. The total investment in an omnichannel CRM system is determined by five main cost factors: user licenses, implementation and integration costs, training and change management, ongoing management and support, plus any customizations for specific business processes. User licenses are often the largest cost category. They vary per user per month and depend on the functionalities needed. Basic users […]
How is RPA evolving into intelligent automation?
RPA is evolving from simple, rule-based automation to intelligent systems that can learn, make decisions and adapt to changing conditions. This transformation is driven by the integration of artificial intelligence, machine learning and cognitive computing into traditional RPA platforms. The evolution enables organizations to automate more complex processes that previously required human intelligence. Traditional RPA automates simple, rule-based tasks by following pre-programmed instructions, while intelligent automation uses AI capabilities to learn, make contextual decisions and adapt to new situations without human intervention. The fundamental difference lies in adaptivity and learning capabilities. Classic RPA bots […]
How do you test omnichannel campaigns effectively?
Effective testing of omnichannel campaigns requires an integrated approach where all customer interactions across channels are measured and evaluated as one cohesive experience. Unlike traditional single-channel testing, here you measure the total customer journey and the interplay between channels. This methodology helps organizations understand how telephony, email, WhatsApp, live chat and other digital channels work together to improve customer outcomes. Omnichannel campaign testing means systematically measuring customer interactions across all communication channels to understand the true impact of your marketing efforts. It differs fundamentally from traditional single-channel testing because it incorporates the mutual influence between channels into the […]
What RPA innovations are coming in 2025?
RPA innovations in 2025 focus on Agentic AI, Computer Vision integration, low-code platforms and hyper automation. These technologies transform traditional process automation from executive bots to self-thinking digital assistants that make decisions independently. Dutch organizations can use them to automate more complex processes and free up employees for strategic tasks. Agentic AI represents the evolution of traditional RPA from executive bots to self-thinking digital assistants that take initiative and act independently. These agents understand context, make decisions and adapt without human intervention. Traditional RPA bots follow pre-programmed rules and workflows. Agentic AI, on the other hand, has memory, learns from experience and can assess complex situations. An Agentic […]