Bas Hiemstra

Bas Hiemstra Email and Phone Number

Technology Driven Customer (Service) Experience Enthusiast @ Verint Benelux
amsterdam, noord-holland, netherlands
Bas Hiemstra's Location
Netherlands, Netherlands
Bas Hiemstra's Contact Details

Bas Hiemstra work email

Bas Hiemstra personal email

n/a
About Bas Hiemstra

I am passionate about leveraging technology to enhance customer experiences (CX). Successful online customer service hinges on understanding, channeling, and contextually serving customers at every stage of their journey. For over 25 years, I have been assisting organizations in selecting and implementing solutions that elevate CX, particularly in the sales and post-sales phases of the customer lifecycle. My expertise includes Conversational AI (Chatbots/Virtual Assistants), Knowledge Management, Semantic Search, and Chat & Omnichannel platforms. The advancements in AI, especially with the advent of Large Language Models (LLMs), continue to excite me due to their profound ability to augment and improve experiences for both customers and employees. I have been privileged enough to work on projects improving CX for customers worldwide. A small selection of brands I worked with:ABN AMRO BANK (NL), ANWB (NL), APG Groep (NL), De Nederlandse Bank DNB (NL), First Republic Bank (USA), Fortis Bank (NL), ING Bank (NL, DE), Western Union (USA), CZ Zorgverzekeringen (NL), IAG Insurance (AU), Interpolis (NL), OHRA (NL), Unigarant (NL), Air France (FR), KLM (NL), Lufthansa (DE), United Airlines (USA), Telekom (DE, AT, GR, RO, HR, MK), Swisscom (CH), Vodafone (NL)

Bas Hiemstra's Current Company Details
Verint Benelux

Verint Benelux

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Technology Driven Customer (Service) Experience Enthusiast
amsterdam, noord-holland, netherlands
Employees:
14
Bas Hiemstra Work Experience Details
  • Verint Benelux
    Solutions Consultant
    Verint Benelux Sep 2022 - Present
    Amsterdam, North Holland, Netherlands
    I help organizations to meet customer expectations with solutions for digital first strategies with a focus on offering seamless contact center experiences for both customers, as well as employees.
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  • Freelance
    Information Technology Specialist
    Freelance Jan 2022 - Sep 2022
  • Majorel
    Technical Account Manager Global Accounts
    Majorel May 2020 - Jan 2022
    Amsterdam, North Holland, Netherlands
    Our team of Technical Account Managers acts as interface between clients and Majorel Gobal IT, supporting the business needs of world wide operating major brands across multiple industries. Together with our global and local IT organizations in more than 120 locations in 5 continents we help to deliver world-class interaction, collaboration, and service experiences for our clients, their customers, and our employees, combining the best of people, technology and innovation.
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  • Majorel
    Senior Consultant & Portfolio Solution Design Digital Service Solutions
    Majorel Feb 2019 - May 2020
    Amsterdam Area, Netherlands
    In a multidisciplinary Global Digital Solutions team responsible for a solutions portfolio for Majorel's global clients, I was responsible for marketing and designing digital (self ) service solutions with a focus on Conversational AI for Voice and Text, Semantic Search, Knowledge Management, and RPA.
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  • Arvato Crm Solutions
    Manager Portfolio Solution Design Digital (Self Service) Solutions
    Arvato Crm Solutions Sep 2016 - Jan 2019
    Abcoude, The Netherlands
    In a multidisciplinary global team, together with local teams, combining process knowledge and service experience with state-of-the art technologies, we shaped a portfolio of Self Service Solutions, which was marketed and rolled out with local and global clients.
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  • Kompaktwerk Gmbh
    Senior Program Manager (Liveperson) Digital Engagement
    Kompaktwerk Gmbh Jan 2016 - Sep 2016
    Program Management for LivePerson digital engagement solutions (proactive, reactive chat, online engagement, automated interaction)
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  • Self-Employed
    Freelance Online Customer Experience Trainer, Consultant, Program Manager Liveperson
    Self-Employed Jul 2014 - Sep 2016
    Amsterdam Area, Netherlands
    Training and Consultancy for eCommerce & Service Experience Software Solutions, Including LivePerson, Oracle Service Cloud, eSearch, and Knowledge Management.
  • Self-Employed
    (Software) Translation And Localization
    Self-Employed Jan 2002 - Dec 2015
    Translation of software & websitesDutch <-> GermanEnglish <-> German
  • Art-Divine Gmbh
    Consultant
    Art-Divine Gmbh Jul 2014 - Nov 2015
    Bonn Area, Germany
    Training Consultant, technical Consultant and Program Manager for online self service and service solutions.
  • Oracle
    Senior Curriculum Solution Training Specialist
    Oracle Jun 2012 - 2014
    Amsterdam Area, Netherlands
    Oracle purchased RightNow - as of June 2012 I work for Oracle as a Curriculum Developer. I create learning experiences for in-class and online instruction, as well as asynchronous (on-demand and e-learning) learning modes.
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  • Rightnow
    Senior Curriculum And Solution Training Specialist
    Rightnow Jan 2011 - May 2012
    Amsterdam Area, Netherlands
    RightNow technologies inc. (RNT) has bundled its forces with Q-go technology. Current and future customers will enjoy the fruits of this new relationship and with the new language technology components the X in the CX will be even more successful.The role involved global training delivery as well as developing training material for internal and external audiences.
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  • Q-Go
    Training & Knowledge Manager
    Q-Go Jan 2005 - Jan 2011
    Responsible for coordination, planning & roll-out of Q-go specific training programs. Teaching customer groups in the usage of Q-go and the application of managing, software, design and organizing skills in the area of implementation & maintenance of Q-go's Language Technology applications. Writing and coordinating the production of end-user documentation.
  • Q-Go
    Senior Consultant
    Q-Go Oct 2000 - Jan 2011
    Main: Technical and Conceptual ConsultancyKey Role training: Application and methodology training for clients in implementing and maintaining Q-go Customer Interaction Software Solutions - build a Training FrameworkKey Role Consultancy: Assisting clients in key decisions to get more out of Q-go's Customer Interaction Management Software.Key Role Project Management: PM for Q-go Implementations (see http://www.q-go.nl/3208/Default.aspx for portfolio)Side Roles: Marketing Support (Website Maintenance), Lead Analysis.
  • Q-Go
    Project Manager
    Q-Go Oct 2004 - Dec 2008
    Project Management in the field of Implementing (Online) Self Service Applications & Search Appliances. implementations typically required PM work as supplier support within Website Implementations. Roll Customers: Fortis Bank, Fortis, Unigarant, ANWB (nl), RIVM (nl), KLM, ABN AMRO.
  • Q-Go Deutschland Gmbh
    Solutions Consultant
    Q-Go Deutschland Gmbh 2001 - 2003
    Responsible for scoping and implementing Q-go natural language solutions at Planet Internet Deutschland, Deutsche Telekom and Sparkasse Köln-Bonn. On the side heavy sales support.
  • Unisys
    Team Lead Shared Services Center
    Unisys Jan 1999 - Sep 2000
    Amsterdam
    Mentor and supervisor international technical call center team. Responsible for monthly statistics & analytics reporting. Managing and creating support documentation for call center group.
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Bas Hiemstra Skills

Content Management Knowledge Management Html Project Management Web Applications Training Mysql Analytics Web Project Management Training Delivery Usability Management Crm Software Consulting Web Analytics Software Project Management Photography Photoshop Cms Saas Web Consultancy Documentation Rightnow Wordpress Software Documentation Microsoft Office Customer Experience Consulting Wikis Confluence Aperture Database Administration Curriculum Design Search Sales Enablement Liveperson Chat Software As A Service Customer Relationship Management

Bas Hiemstra Education Details

Frequently Asked Questions about Bas Hiemstra

What company does Bas Hiemstra work for?

Bas Hiemstra works for Verint Benelux

What is Bas Hiemstra's role at the current company?

Bas Hiemstra's current role is Technology Driven Customer (Service) Experience Enthusiast.

What is Bas Hiemstra's email address?

Bas Hiemstra's email address is ba****@****-go.com

What schools did Bas Hiemstra attend?

Bas Hiemstra attended Courses, Hu University Of Applied Sciences Utrecht (Hogeschool Utrecht), Rijksuniversiteit Groningen, Het Duikhuis.

What are some of Bas Hiemstra's interests?

Bas Hiemstra has interest in New Technology, Knowledge Management, Training Documentation, Environment, Education, Search Technology, Web Based Learning, Science And Technology, Disaster And Humanitarian Relief, Business Intelligence.

What skills is Bas Hiemstra known for?

Bas Hiemstra has skills like Content Management, Knowledge Management, Html, Project Management, Web Applications, Training, Mysql, Analytics, Web Project Management, Training Delivery, Usability, Management.

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