S1E5 - Tom Webbink - Digital evolution in customer care

In this episode, Tom Webbink, a seasoned manager, and consultant, shares his experience in sales, after-sales, customer journeys, customer experience, customer contact, field service, and related service environments. Over the years, he has worked with service and after-sales organizations—both in-house and with external suppliers—across Europe, the Americas, Asia, and Africa, gaining a broad range of insights.  Tom has experience in project management, operational leadership, and managing financial and performance responsibilities. He is skilled in root-cause analysis and problem-solving, with a strong eye for identifying and addressing issues effectively. With a practical, customer-focused approach, Tom is also passionate about people development and career coaching, helping others grow and achieve their potential.   Currently, Tom is applying his experience in his role as Business Development Manager at ContactCare, where he focuses on fostering partnerships and creating growth opportunities.  In this episode, we cover the following subjects: Introduction of Tom & his journey. The involvement of digital within the contact center The shift of tools & AI in the business A solution to a challenge of a problem: chatbot to take the first line of communication. The advice depends on the challenge clients are facing. The customer contact is more complex – multiple channel communication. Why companies should consider and need to fix the basics first. Finding the balance between making it efficient and personal. Customer care & after-sales need to grow when your company grows. The importance of having the basics of customer care & after-sales. The right order of setting up the basics of customer care. Customers & people learn from integrating tools in customer care. Ask the right questions to solve the problem. The change within customer care and the place in the customer journey. A success of getting customer care from the back to the beginning of the customer journey. The use of client data in optimizing the experience Upselling with customer care and upselling or cross-selling while contacting customer care. In the 3-5 years what would you predict will be a major shift in the industry? The difference between the consumer and the B2B A piece of advice to keep up the pace with stay on top of this. Companies should focus on those changes. Sharing the resources The last question of the previous guest LinkedIn https://www.linkedin.com/showcase/evolving-digital-podcast    Instagram https://www.instagram.com/evolvingdigital.podcast/?hl=en   Facebook https://www.facebook.com/profile.php?id=61566815356179 LinkedIn Tom https://www.linkedin.com/in/tomwebbink/