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Thursday, November 7
5:00 am - 5:45 am

IT Systems & Processes by Willem Pieterson


The role of (digital) technologies in back-offices and the underlying processes. We focus on digitalization and integration of systems, new IT applications and plans in this area.

Service Delivery

The role of (digital) technologies in front-offices; service delivery and customer contacts. We look at channel strategies (the relation between ‘old’ and ‘new’ service channels), new channels and front-office plans.