Client Showcases

Corné Mulders

Corné Mulders
Chief Information Officer, ABN AMRO, Netherlands

Corné is currently Chief Information Officer for ABN AMRO, Netherlands. He is responsible for change and runs the bank projects (functional and technical support) for all system solutions used in the Netherlands, as well as globally applied group solutions. He holds a Masters degree in Management Science from the Technical University of Eindhoven. He started his career at Capgemini, where he was AO assigned as project manager for ING Bank's Beursorderlijn project. He joined ABN AMRO's International Division in 1995 to develop and implement global system solutions for payments, securities and core banking. In 1999 and 2000 he ran ABN AMRO Hungary's Consumer Banking and Project Office and after the sale of ABN AMRO Hungary, became Head of Ops and IT for the Consumer and Commercial Banking-New Growth Markets unit. He joined ABN AMRO Netherlands Operations unit in 2002 as Head of the Information and Process Management. He became Head of Facility Management ABN AMRO Netherlands in 2004. He managed the project to prepare ABN AMRO Netherlands for the take-over in 2007 and was the Head of Fortis Facility Management Benelux in 2008. After the take-over by the Dutch State, he was appointed Head of ABN AMRO IT Solutions Netherlands. In 2009, he was responsible for establishment of ABN AMRO's Central Transition Office, integration plan for ABN AMRO and Fortis.

ABN AMRO - REBUILDING A STABLE ORGANISATION FOCUSED ON DELIVERING CUSTOMER EXCELLENCE

Overview
Post credit crisis ABN AMRO bank was owned by the Dutch government. In the past two years, it has focused on separating as well as integrating some of its businesses, in order to rebuild a strong Dutch bank.

The first phase of the integration has been on schedule and very successful in delivering large scale synergies. It has enabled ABN AMRO to become credible, financially stable and rebuild its brand as well as keep the business portfolio intact to improve customer retention. ABN AMRO aims to be a leading bank that serves retail and corporate customers quickly, efficiently and flawlessly, offering products and services that meet the needs of present day customers. They have embarked on a Customer Excellence programme that specifically identifies and improves those aspects of ABN AMRO services which matter most to clients.

This session explored the challenges, benefits and lessons learnt from driving through these initiatives.

 

Edoardo Tealdi

Edoardo Tealdi
Head of Business Online, Vodafone Group

Edoardo Tealdi has been working with Vodafone in the Online space since 2006, first as a consultant and then as a global leader within the organisation. Edo is accountable for Group Online end-to-end delivery in 11 markets for Vodafone, including Germany, Italy, Spain, South Africa, and Netherlands. He also runs the Online Centre of Excellence, responsible for technology strategy and architecture.

Throughout his career Edo has been driving innovation in the online space, primarily within the telecommunications sector. He prefers to work at the interface between the business and technology areas of large enterprises. He has been working or researching in the web space since 1994. He was a consultant at Accenture, Amdocs, CGI, and HP before moving to Vodafone. Twice in his career he was within the first handful of visionary professionals who successfully set up a new consulting services division within a large organisation (Amdocs and CGI).

TRANSFORMING THE ONLINE JOURNEYS OF OUR CUSTOMERS - A VODAFONE STORY

Overview
How do organisations leverage integrated multiple channels to protect brand equity, grow revenues, exert influence, reduce the cost to service and improve customer experience? Customer expectations have changed to digital and have become cross-channelled. They are demanding world class and instant gratification service from the organisations they interact with. They expect a cohesive brand and customer experience.

This creates a huge challenge for businesses when investing in digital strategies to ensure that real business benefits are delivered and can be measured. Smart organisations must improve their ability to respond to changes in customer preferences and should be able to execute them on the front line of business in record time and at low cost. Control has shifted from the provider to the consumer. Consumer behaviour is changing as new platforms and digital channels open up, and this requires building and extending relationships

This presentation discussed how Vodafone has launched the Online Acceleration program to transform its online presence and improve customer experience and satisfaction. The primary goal of the initiative is to provide customers with Online and Mobile tool services that they need to find answers about such as review billing and purchase services. This aims to have direct business benefits including:

  • Increased online sales through both new customers and upgrades
  • Higher customer loyalty through Net Promoter Score measurement
  • Reduced call centre costs through new fast and easy to access customer self-service features