How Loyalis works to become an experience maker
During the Adobe Summit I spoke to Mieke van Poll , Digital Communications Manager at Loyalis (part of APG). She very consciously started with the transition to digital communication with their product ZZP Pensioen, an online only product from Loyalis with which ZZP'ers arrange their own pension provision. Here the team could start without legacy in systems, with a small team of 3 people and with more flexibility to gain experience with best practices for communication messages and target group selection, among other things.
The experiences that the team gained with ZZP Pensioen were used to also shape the transition for Loyalis itself. Van Poll: “We are dealing with a lot of old systems, a polluted database and customers who are mainly used to receiving communication via their employer”. A completely different
Managing the different channels is why the right technology is necessary, from data collection to communication.
The examples that Van Poll cites show once again canada mobile number list why segmentation is of great importance for communication: “Our customers in construction are very involved and want to know a lot about their own situation, while customers in education want to know whether the income for the entire group is well arranged.”
The big challenge for Loyalis is to create the right content for this, a challenge that Loyalis is currently working on. Loyalis is still at the beginning of their ambition to conduct personalized digital communication. The next steps to create the ultimate customer experience are to refine segmentations and use more data sources.
You see: to become an experience maker you need the right technical support and people who have the skills to work with it.
Special role for artificial intelligence (AI)
Finally, I would like to mention the buzzword that everyone seems to be using these days: artificial intelligence , or AI for short. In Adobe's vision, we should primarily see AI as a means to simplify business processes. In the sneak previews that the company shows with prototypes of its software, it becomes clear how this can become reality.