{"id":26082,"date":"2019-05-10T10:00:50","date_gmt":"2019-05-10T10:00:50","guid":{"rendered":"https:\/\/www.calabrio.com\/nl\/blog\/ontvang-de-nieuwste-inzichten-om-cx-vorm-te-geven-op-de-gartner-customer-experience-technologies-summit-2019\/"},"modified":"2025-05-12T06:21:59","modified_gmt":"2025-05-12T06:21:59","slug":"ontvang-de-nieuwste-inzichten-om-cx-vorm-te-geven-op-de-gartner-customer-experience-technologies-summit-2019","status":"publish","type":"post","link":"https:\/\/www.calabrio.com\/nl\/blog\/ontvang-de-nieuwste-inzichten-om-cx-vorm-te-geven-op-de-gartner-customer-experience-technologies-summit-2019\/","title":{"rendered":"Ontvang de nieuwste inzichten om CX vorm te geven op de Gartner Customer Experience &amp; Technologies Summit 2019"},"content":{"rendered":"\n<section\n\tid=\"\"\n\tclass=\"section-blog-case-study pb-l\/l md:pb-l\/xxl\"\n\tdata-theme-block-id=\"block_5bbbd952fd0c1634756d6097e3a7a6ff\"\n\tdata-aos=\"fade-up\"\n>\n\t<div class=\"relative\">\n\t\t\t\t\t<div class=\"absolute top-0 left-c\/xl pt-0 lg:pt-4 md:mt-c\/m lg:mt-0\">\n\t\t\t\t<div class=\"py-c\/xs md:py-c\/l xl:py-c\/xs\">\n\t\t\t\t\t<ul class=\"flex gap-2 line-clamp-1 body-small\"><\/ul>\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"flex lg:flex-row justify-between md:pt-l\/xl  flex-col\">\n\t\t\t<div class=\"container mt-c\/l md:-mt-c\/m lg:w-[calc(100%\/240*139)] lg:pb-0 flex flex-col gap-c\/xl md:gap-c\/l lg:px-c\/xxl xl:pr-[170px]  pt-c\/xxl lg:py-c\/xxl\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"flex flex-row gap-c\/m pt-c\/s md:pt-c\/l flex-wrap\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p class=\"w-fit body-small text-text-secondary-aa font-medium px-c\/m py-c\/xs bg-background-secondary rounded-xs cursor-pointer\">Beste praktijken <\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"\">\n\t\t\t\t\t<h1 class=\"heading-medium pb-c\/m\">Ontvang de nieuwste inzichten om CX vorm te geven op de Gartner Customer Experience &amp; Technologies Summit 2019<\/h1>\n\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t<div class=\"relative lg:w-[calc(100%\/200*101)] xl:w-[calc(100%\/240*101)]\" data-aos=\"fade-up\" data-aos-delay=\"250\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/section>\n\n\t\t<style>\n\t[data-theme-block-id=\"block_5bbbd952fd0c1634756d6097e3a7a6ff\"] {\n\t\t@media only screen and (max-width: 743px) {\n\t\t\t\t\t\t\t\t}\n\t\t@media only screen and (min-width: 744px) {\n\t\t\t\t\t\t\t\t\t\tpadding-bottom: aangepastepx !important;\n\t\t\t\t\t}\n\t}\n\t<\/style>\n\n<div class=\"container group page-layout flex flex-col flex-wrap lg:flex-row gap-l\/xxl lg:gap-gutter py-l\/xxl lg:py-l\/xs blg_inner_container\" data-module=\"page-layout\">\n\t\t\t\t\t\n\t<div\n\t\tclass=\"w-full aos-init aos-animate gap-c\/l flex flex-col\"\n\t\tdata-module=\"sticky-nav\"\n\t\tdata-aos=\"fade-up\"\n\t>\n\n\n\t<div class=\"flex justify-between items-center\">\n\t\t<p class=\"body-medium text-text-tertiary-aa\">Share<\/p>\n\n\t\t<div class=\"flex\">\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fwww.calabrio.com%2Fnl%2Fblog%2Fontvang-de-nieuwste-inzichten-om-cx-vorm-te-geven-op-de-gartner-customer-experience-technologies-summit-2019%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59672)\">\n<path d=\"M16.6676 0H1.32891C0.594141 0 0 0.580078 0 1.29727V16.6992C0 17.4164 0.594141 18 1.32891 18H16.6676C17.4023 18 18 17.4164 18 16.7027V1.29727C18 0.580078 17.4023 0 16.6676 0ZM5.34023 15.3387H2.66836V6.74648H5.34023V15.3387ZM4.0043 5.57578C3.14648 5.57578 2.45391 4.8832 2.45391 4.02891C2.45391 3.17461 3.14648 2.48203 4.0043 2.48203C4.85859 2.48203 5.55117 3.17461 5.55117 4.02891C5.55117 4.87969 4.85859 5.57578 4.0043 5.57578ZM15.3387 15.3387H12.6703V11.1621C12.6703 10.1672 12.6527 8.88398 11.2816 8.88398C9.89297 8.88398 9.68203 9.97031 9.68203 11.0918V15.3387H7.01719V6.74648H9.57656V7.9207H9.61172C9.9668 7.2457 10.8387 6.53203 12.1359 6.53203C14.8395 6.53203 15.3387 8.31094 15.3387 10.6242V15.3387Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59672\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/twitter.com\/intent\/tweet?url=https%3A%2F%2Fwww.calabrio.com%2Fnl%2Fblog%2Fontvang-de-nieuwste-inzichten-om-cx-vorm-te-geven-op-de-gartner-customer-experience-technologies-summit-2019%2F&#038;text=Ontvang de nieuwste inzichten om CX vorm te geven op de Gartner Customer Experience &amp; Technologies Summit 2019\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M13.7447 1.42792H16.2748L10.7473 7.74554L17.25 16.3424H12.1584L8.17053 11.1284L3.60746 16.3424H1.07582L6.98808 9.58499L0.75 1.42792H5.97083L9.57555 6.19367L13.7447 1.42792ZM12.8567 14.828H14.2587L5.20905 2.86277H3.7046L12.8567 14.828Z\" fill=\"#2356E7\"\/>\n<\/svg>\n\t\t\t<\/a>\n\n\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.calabrio.com%2Fnl%2Fblog%2Fontvang-de-nieuwste-inzichten-om-cx-vorm-te-geven-op-de-gartner-customer-experience-technologies-summit-2019%2F\"\n\t\t\t\ttarget=\"_blank\"\n\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\tclass=\"w-10 h-10 flex justify-center items-center p-c\/s border-thin border-stroke-tertiary hover:opacity-85\"\n\t\t\t\taria-label=\"\"\n\t\t\t>\n\t\t\t\t<svg width=\"18\" height=\"18\" viewBox=\"0 0 18 18\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<g clip-path=\"url(#clip0_2513_59678)\">\n<path d=\"M9 0C4.02948 0 0 4.02948 0 9C0 13.2206 2.90592 16.7623 6.82596 17.735V11.7504H4.97016V9H6.82596V7.81488C6.82596 4.75164 8.21232 3.3318 11.2198 3.3318C11.79 3.3318 12.7739 3.44376 13.1764 3.55536V6.04836C12.964 6.02604 12.595 6.01488 12.1367 6.01488C10.661 6.01488 10.0908 6.57396 10.0908 8.02728V9H13.0306L12.5255 11.7504H10.0908V17.9341C14.5472 17.3959 18.0004 13.6015 18.0004 9C18 4.02948 13.9705 0 9 0Z\" fill=\"#2356E7\"\/>\n<\/g>\n<defs>\n<clipPath id=\"clip0_2513_59678\">\n<rect width=\"18\" height=\"18\" fill=\"white\"\/>\n<\/clipPath>\n<\/defs>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/div>\n\t<\/div>\n\n\t<\/div>\n\t\t\t\n\t\t\t<div class=\"flex flex-col flex-1 lg:basis-0 lg:py-c\/m  js-page-content overflow-hidden\">\n\t\t\t<div\n\tstyle=\"background-color: #FFFFFF\"\n\tclass=\" wysiwyg wysiwyg--inline flex flex-col py-c\/l gap-c\/m\"\n\tid=\"\"\n\tdata-aos=\"fade-up\"\n>\n\t\t\t\n\t\t\t\t\t<span style=\"color: #080F21\"><p>Sinds ik zeven jaar geleden bij Calabrio kwam werken, heb ik het landschap van het contactcenter drastisch zien veranderen. Naarmate consumenten beter ge\u00efnformeerd zijn en de concurrentie tussen bedrijven heviger is geworden, is de klantervaring (CX) naar voren gekomen als een belangrijk punt van concurrentieonderscheid en het contactcentrum als een essentieel onderdeel van die ervaring. <\/p>\n<p>&nbsp;<\/p>\n<p>Maar zoals we in ons <a href=\"https:\/\/info.calabrio.com\/l\/134381\/2018-09-05\/461npj\" target=\"_blank\" rel=\"noopener noreferrer\">Danger of Digital-rapport<\/a> hebben ontdekt, vindt 93 procent van de customer experience leaders het belangrijk om een naadloze kwaliteitservaring te bieden, maar denkt slechts 45 procent dat ze daar heel effectief in zijn. Dus, hoe kun je CX vormgeven voor betere resultaten in jouw organisatie?<\/p>\n<p>&nbsp;<\/p>\n<p>Ik ben verheugd te kunnen delen dat Calabrio de <a href=\"https:\/\/www.gartner.com\/en\/conferences\/emea\/customer-experience-uk\" target=\"_blank\" rel=\"noopener noreferrer\">Gartner Customer Experience &amp; Technologies Summit 2019<\/a> sponsort op 22-23 mei in Londen. Dit is een geweldig evenement om meer te weten te komen over de nieuwste en beste onderzoeken en inzichten op het gebied van customer experience-strategie, rechtstreeks van de experts van Gartner, waaronder: het operationaliseren van de stem van de klant, best practices op het gebied van analyse om klantbehoud te verbeteren en waardevermeerdering door het in kaart brengen van het klanttraject.<\/p>\n<p>&nbsp;<\/p>\n<p>Hier zijn mijn aanbevelingen voor must-see sessies:<\/p>\n<p>&nbsp;<\/p>\n<h3>De basis van klantervaringWoensdag, 22 mei om 8:00 uur<\/h3>\n<p>Als je net begint aan je CX-reis, zorg er dan voor dat je er woensdag vroeg bij bent om deze uitgebreide beginnerscursus te volgen. In deze basiscursus neemt Michael Chiu, Sr Director Analyst bij Gartner, met je door wat customer experience is, hoe je aan de slag gaat en hoe je je vooruitgang meet. Dit is een geweldige cursus om te combineren met een latere sessie, Workshop: Creating a Customer Experience Strategy, waar Michael Chiu samen met Ed Thompson, Distinguished VP Analyst bij Gartner, oefeningen zal faciliteren om u te helpen bij het ontwikkelen van een customer experience strategie in uw bedrijf. Het is op woensdag om 13.30 uur en je moet je vooraf registreren, dus zorg dat je zeker bent van je plek!   <\/p>\n<h3>Hoe bouw je een Voice-of-the-Customer-strategie om je klantervaringsdoelen te bereikenWoensdag, 22 mei om 15:30 uur<\/h3>\n<p>Dit is waar het contactcentrum echt schittert in CX. Jim Davies, VP Analyst bij Gartner, zal vertellen waarom geen enkele CX-strategie compleet is zonder een plan voor het aanboren van de stem van de klant. U zult leren hoe u technologie kunt gebruiken om de voice-of-the-customer-strategie te ondersteunen en hoe u uw team kunt bemensen voor succes.  <\/p>\n<h3>Hoe de business case voor klantervaring te meten en te bouwenDonderdag, 23 mei om 8:00 uur<\/h3>\n<p>Als je van plan bent de conferentie bij te wonen om nieuwe technologie te beoordelen ter ondersteuning van je CX-inspanningen, dan is dit een must. Ed Thompson zal met je doorlopen hoe je een business case opbouwt om goedkeuring te krijgen voor een technologie-investering en zal aanbevelingen doen over hoe je de resultaten kunt meten en rapporteren aan leidinggevenden. <\/p>\n<h3>Hoe superieure werknemerservaring superieure klantervaring stimuleertDonderdag, 23 mei 10:45 uur<\/h3>\n<p>Hier is een onderwerp dat me na aan het hart ligt &#8211; de link tussen medewerkers en klanten. Geen enkele CX-strategie of technologische investering zal succesvol zijn zonder een getalenteerd en betrokken team. Met de opkomst van selfservicekanalen behandelen contactcentermedewerkers steeds meer complexe klantverzoeken en organisaties moeten meer doen om hen te ondersteunen. In deze sessie zal Jim Davies vertellen hoe het focussen op de medewerkerservaring zorgt voor klantbetrokkenheid, loyaliteit en pleitbezorging. Dit is een geweldige sessie om te combineren met Jims latere sessie, Ask the Expert: How to Select Workforce Engagement Management Solutions for Your Contact Centers, om 13.30 uur om de primeur te krijgen over contactcentertechnologie die programma&#8217;s voor werknemersbetrokkenheid ondersteunt. Tip: u moet zich vooraf registreren voor deze sessie om uw plaats te reserveren!     <\/p>\n<p>Als je aanwezig bent op de beurs, kom dan langs bij stand S6 om Calabrio&#8217;s innovatieve aanpak te ervaren voor het verhelderen van overtuigende klantinzichten en het verrijken van menselijke interacties. <a href=\"https:\/\/calendly.com\/calabrio-emea\/demo\" target=\"_blank\" rel=\"noopener noreferrer\">Meld je aan voor een productdemonstratie<\/a>, maak kans op een nieuwe Fitbit Versa en ontdek uit eerste hand waarom we door Gartner Peer Insights bovenaan staan in onze branche!<\/p>\n<p>&nbsp;<\/p>\n<p>Volg <a href=\"https:\/\/twitter.com\/Calabrio\" target=\"_blank\" rel=\"noopener noreferrer\">@Calabrio<\/a> op Twitter voor de laatste updates en verslagen van de Gartner Customer Experience &amp; Technologies Summit 2019.<\/p>\n<p>&nbsp;<\/p>\n<p>Gartner onderschrijft geen enkele leverancier, product of dienst die wordt afgebeeld in zijn onderzoekspublicaties en adviseert technologiegebruikers niet om alleen die leveranciers te kiezen met de hoogste ratings of een andere aanduiding. De onderzoekspublicaties van Gartner bestaan uit de meningen van de onderzoeksorganisatie van Gartner en mogen niet worden beschouwd als feitelijke verklaringen. Gartner wijst alle garanties af, expliciet of impliciet, met betrekking tot dit onderzoek, met inbegrip van garanties van verkoopbaarheid of geschiktheid voor een bepaald doel.<\/p>\n<\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\n\n\n\t<\/div> ","protected":false},"excerpt":{"rendered":"","protected":false},"author":252,"featured_media":26084,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[434],"tags":[],"blog-languages":[],"class_list":["post-26082","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-beste-praktijken"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Ontvang de nieuwste inzichten om CX vorm te geven op de Gartner Customer Experience &amp; Technologies Summit 2019 | Calabrio<\/title>\n<meta name=\"description\" content=\"Als je de Gartner Customer Experience &amp; 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