The business process outsourcing provider Arvato Bertelsmann invited students from the Circle of Excellence in Marketing (CEM) to a two-day workshop at its headquarters in Gütersloh, Germany. The workshop on digital transformation of customer services was coordinated by Karsten Kraume and Jiaqing Zhong who work at the Arvato CRM Solutions Group. During fascinating talks given by members of the CRM Solutions Group the students gained insights into how Arvato provides tailor-made solutions for customer interaction via different communication channels. A highlight of the workshop was the visit of the solution virtual showroom. Furthermore, students were provided with information about career opportunities at Arvato and worked on a case study on digitization of customer services, developing SWOT-analysis and customer journeys.
Maren Hoff who participated in the workshop summarizes the two-day event as follows: "The CEM Workshop at Arvato has provided me exceptional insights into the implementation of digitization in customer services."