Reflections from Schiphol Group, CCV Group, and Achmea Investment Management, in particular, described being culturally, organizationally, and technologically prepared to deal with pandemic and its lockdowns. As we wrote in our 2020 annual report, “in many cases the companies had already, albeit at a limited scale, organized their work processes to be free of time and place restrictions.”
So, for this past year, we certainly wanted to know: how did our customers’ readiness for unexpected, dynamic situations age? Were their organizations and, specifically, their technology up to 2021’s ongoing pandemic and more – alas, new – crises? To find out, we spoke with representatives from multinational bank and financial services company Rabobank, principal Dutch railway operator NS, and the Netherlands’ Ministry of Finance.
Not close, but still personal
More than ever, organizations have been pressed to provide access to large groups of people while ensuring that each and every end user still gets attention that feels relevant and speaks to them personally. Achieving that balancing act is something many of our customers are committed to. But nowadays it’s far from easy. There are simply more people to serve, more organizations to compete with, markets have become more diversified, and end users themselves don’t have as much time to be doted on, let alone to stay loyal to one brand.
This tension was illustrated by Dennis Janssen, senior vice president at Rabobank. “Private banking always focused on the wealthy. People in a nice suit would come by the actual office, be received by our reception cordially and served a cup of coffee by the secretary,” he recalled. “Yet today, we also have very young internet millionaires as customers who don’t care about this special treatment at all. They don’t want a private banker or someone like that. They just sit down at a Starbucks, grab a juice, log in