Customer journeys: are you ready for the age of the customer?

Building Customer Journeys with ADM

Creating a good customer experience is key to having a successful organisation! Our members gathered at the CM building in Mechelen to learn more on this topic with cases from Colruyt, Atlas Copco and CM.

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In "Zaal Forum" our Programme Manager Joke Dehond (Inventive Designers) kicked off the session on Customer Journeys by giving a little bit more explanation on the how and what of this topic. Using her own experience on the matter and with the help of our online tool "Presenterswall" she prepared the participants for three cases.

First in line was a presentation by Jean Van Damme (Colruyt Group) and  Jonas Deprez (Möbius). During their presentation "Disj: Putting the customer in the driver’s seat" they explained how "Disj" came into existence. In the development process Colruyt activerly used input from students in the creation of both the product and the customer journey. Now, Disj is no longer just a product for college students, but for a much larger target group as well. If you'd like to learn more on this case, you can have a look at the presentation which you can find in the related documents section (available for members only after login).

Dries Debecker (Atlas Copco) brought the second case. Atlas Copco has been around for over 140 years, but they are still trying to improve their customer experience. In his presentation "First in mind, first in choice" Dries explained that they looked at the planning process from the customer's point of view. In doing so, the organisation has been able to improve/optimize every step of the process and thus creating the best Customer Experience possible. If you'd like to learn more on this case, you can have a look at the presentation which you can find also in the related documents section (available for members only after login).

Last but not least was Steve De Veirman (CM) who took the time to explain the ambitious project CM is currently developing. During his presentation "Closing the loop : from Contentmanagement to Customer Xperience" Steve guided us through the challenges they face while implementing this ambitious project. In improving their customer experience they try to implement the newest technologies to satisfy the needs of every client. One of the challenges in doing this is creating a system where both young ànd older clients can still keep up.  If you'd like to learn more on this case, you can have a look at the presentation in the related documents section (available for members only after login).

Finally, Tine Peeters (Studio Dott.) was invited on stage to provide us with some Conclusions and Key Learnings on every case that was presented. If you'd like to learn more; the presentation she created during the session, you can find in the related documents section.

Relive the evening via Storify

You can find the presentations of the evening in the "Related" section on this page.

Feel free to take a look at the pictures that were taken during the evening in the pictures tab to give you a better impression of the event.

CM Building Mechelen-Noord

Antwerpsesteenweg 261
2800 Mechelen

Public transport

Take train to Mechelen station - Go to busplatform 10 outside the station and take Bus 500 (direction: "Antwerpen F. Rooseveltplaats") - Exit at bus stop "Mechelen Otterbeek" (10th stop) - Walk to Antwerpsesteenweg 261.

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