We recently spent a very enlightening morning at the Oracle office in Utrecht, Netherlands where our team helped to deliver a workshop on the latest applied thinking in the Customer Experience (CX) space – Goodwill Differentiated Services (GDS).
Olaf Hermans, a leading academic in the field of customer relationships, took us through the founding principles of how to turn end-user customer touch-points into value added encounters based on relational intelligence.
Then our trusted partner, Ingmar Hermans, explained how this could be delivered in practice, linking existing client systems, to Internet of Things (IOT) Cloud Services, and Oracle Cloud Services, and finally a range of Cloud applications that provide end-user touch points.
The applications are particularly important for Walpole Partnership as they include our Oracle Configure, Price, Quote (CPQ) Cloud offering, intelligent Net Promoter Score (NPS) analysis from Hello Customer and using Oracle Policy Automation (OPA) implemented by Magia Consulting to tie it all together. A great strength of the GDS proposition is the eco-system of our friends and expert partners working together to support the programme.
We also heard from Melvin Brand Flu from LiveWork Studio who expanded on the principles of designing for great user experience, and how, by focussing their investments wisely in the area of service delivery, companies can increase the Goodwill of their customers and increase their contribution – effectively turning them into a resource (Customer as a Resource – CaaR).
Finally, the main event was a presentation by John De Rooy and Jessica Bol of CBRE Global Workplace Solutions. CBRE are transforming the experience their clients get through Goodwill Differentiated Services. We heard about their relentless focus and systemic approach to delivering more for their clients via GDS. Firstly they aim to improve services based on end-user interactions, and secondly they train staff to equip them with the tools (including CPQ) to strengthen and leverage the end-user relationship. Finally, they introduced us to how they reach the nirvana of co-creation of value with customers.
Overall the event showed how, with applied focus and good partnerships, an organisation can truly become customer-centric by putting interactions with their customers at the heart of their business.