28/03/2023
During the event “CRM: A Game-Changer in Digital Transformation”, we will explore how Customer Relationship Management (CRM) can be seen as a key driver of change in the digital transformation of your business.
When?
28/3 from 14.00
Where?
Living Tomorrow Indringingsweg, 1 1800 Vilvoorde - The car park is located behind the building
How do you put CRM at the heart of your business?
During the afternoon, you will discover how CRM, coupled with other technologies, can help you create a client experience worthy of the name, automate the sales and marketing processes and gain a complete view of your business performance.
Industry experts will share their expertise and their experience on best practices in CRM and discuss how you can leverage these technologies to improve your efficiency and increase your profitability.
Finally, you will have the opportunity to network with other industry professionals and find out about the latest trends and innovations in CRM.
This event will be an excellent way to discover how CRM can be a real "Game-Changer" in the digital transformation of your business.
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In the face of digital acceleration, organisations have to adapt at great speed! New technologies are rapidly changing consumer expectations, transforming value chains and forcing us to rethink our business models.
Where are you in your digital transformation? Do you know your clients well? Are you leveraging all your data effectively? Do you offer an omnichannel, phygital experience? Are you exploring new artificial intelligence processes in your operations?
Using concrete examples and innovative solutions, our experts will explain why all sectors – private and public – are impacted by digital transformation these days and will give you insights to help you take advantage of the many opportunities CRM offers.
Programme
14 :00-14 :30
Welcome
14 :30-15 :15
“Let’s devise tomorrow together: future thinking in action” - Dirk Gaudeus, Innovation Coach at Living Tomorrow
Thinking about the future is the first step to creating it. By focusing on the speed of change, avoiding taking things for granted, emphasizing the importance of the human aspect and integrating a client relationship management (CRM) approach, we can be the protagonists of our future and build a more inclusive, more sustainable world that takes into account the needs and expectations of all stakeholders.
15:15-16:00
NRB, INK and Salesforce leaders debate: “How can we use data to improve the customer experience? What are the emerging trends and how can we prepare for them?”- Melchior Wathelet, CCO NRB - Julien Massot, CEO INK - Lien Ceulemans Country Leader Belgium and Luxembourg at Salesforce
16:00-16:15
“Transform to succeed: The importance of change management during a digital transformation” -Sandra Di Gregorio, head of change management INK
Change management is crucial during a digital transformation by helping organizations navigate the complex process of transitioning from traditional ways of working to new, digital ways. A successful digital transformation requires not only implementing new technology, but also changing the mindsets, processes, and behaviours of employees at all levels of the organization.
Change management is a critical component of a successful digital transformation, helping organizations to manage the various elements of change and ensuring a smooth transition.
16 :15-16 :45
Coffee-break
17:00-17:45
Break outs sessions by Experts from the NRB Group & Salesforce
- How can the public sector use a CRM to better serve citizens?
Salesforce is a valuable tool for public sector organizations looking to improve their ability to serve citizens. By streamlining processes, improving communication, and providing more personalized experiences, Salesforce can help public sector organizations enhance their reputation and build stronger relationships with citizens. Some aspects revolve around Case Management, Citizen Relationship Management, Communication, Collaboration & Knowledge, Self-Service portals or Analytics.
- How to enhance customer knowledge through different entry points and data transformation using The CDP (Customer Data Platform)?
The Salesforce CDP provides a powerful platform for enhancing customer knowledge by collecting, integrating, and transforming customer data from multiple sources. By leveraging this information, organizations can create targeted, personalized experiences for their customers and deliver consistent and relevant interactions across multiple channels.
18:00-18:30
Conclusions
18:30-20:30
Walking dinner
