EUROPE most B2C emails which often are sent out in automated campaigns . “ It is very different from a CRMbased email campaign ,” adds Niemeyer . “ The email is part of the personal one-to-one conversation and also part of the solution to the customer ’ s question in itself .”
Agility Much of the digitalisation work to date has been facilitated by an internal shift to more agile working practices . It is something which Niemeyer and his management have worked hard to instil from the top , a culture which has trickled down the whole customer service organisation .
“ It is always a bit tricky to say how we do this , and how to make sure it sticks ,” Niemeyer says . “ It is a lot about leadership and top management leading by example and using these different approaches ,
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