Optimizing the Customer Experience with AI technology
Thom is responsible for the digital transformation of Customer Service & CRM across Rabobank. He manages a full agile setup as a Director and guides 25+ DevOps teams with 250 empowered developers and product owners to offer the best omnichannel / digital customer experience in banking industry and beyond. He drove successful accelerated transformation of Rabobank's conversational interaction channels (phone, messaging, video, mail, social), while optimising virtual assistants, digital identification and verification, CRM systems, customer recognition, privacy management, client data quality, data driven customer interactions to the next level with advanced technology & AI to create the best customer and employee experience. Prior to his current role, Thom led several management roles for 12 years within KPN, a leading Dutch telecommunications and IT provider in the Netherlands.