Rien Brus

Rien Brus

0 748
Rien Brus

Rien Brus

Organisation and function
Vice president customer experience at Aegon NV

Expertise in the Crowd Expedition expert team

  • Customer Experience and customer Loyalty
  • Employee Engagement
  • Organizational Change Management (customer centricity)

What connects you to Crowd Expedition and what is the reason you joined the expert team?
Hoe ziet de wereld en de economie van morgen eruit? En wat betekent dat voor de wijze waarop bedrijven in staat zullen zijn om het verschil te maken voor hun klanten, niet alleen in producten en diensten, maar meer nog in de klantervaring die ze kunnen of moeten bieden. En wat betekent het voor de toekomst van mijn bedrijf Aegon. Wat is in de collaborative economy de toegevoegde waarde en het potentiele onderscheidende vermogen van Aegon. Graag wil ik mijn visie aanscherpen door mee op expeditie te gaan. En zo ook zelf – in lijn met het gedachtegoed – een bijdrage te leveren aan deze visie op morgen.

What can we expect from you during the expedition?
I will try to have/keep a helicopter view during this expedition; what is the impact of the collaborative economy on the (business) world. Sounds a bit philosophical maybe, but I really find this shift interesting….

What are you looking forward to most during the expedition?
I am most curious about the impact of the collaborative economy and/or new organizations/systems/structures on the “old” business world. Especially my (finance industry) world. We are a marketplace that brings together demand and supply of money and risks. What is the future of a business like ours when the community takes care of this market place role….

What is your definition of the “collaborative economy”?
laat ik deze vraag eens beantwoorden met een kreet:

Delen = vermenigvuldigen…..

en dat is nogal een paradigmaverandering met oude adagia als:
– kennis = macht
– bezit = rijkdom

In what way are you involved in the collaborative economy yourself?
To be honest, not so much yet. I sometimes feel a bit “old” (fashioned) and stuck to the old world.. But still, I sometimes use e.g. Airbnb etc. and in my own environment (living in a small village), sharing, lending, borrowing stuff is very common… In my work life at Aegon, I run a platform that shared knowledge and practices worldwide on e.g. Customer Experience (e.g. a best practice library)

What do you think is the biggest opportunity for the collaborative economy?
I think it has the opportunity to do “more with less”, and that is a big opportunity in today’s world of scarce resources. And a bit more idealistic or romantic: it can make the world a bit better…because sharing scarce resources is a human thing

What challenges do you see in the collaborative economy from your expert view?
When you think or talk about “creating a customer experience “, it is practically always done from the perspective of a company (ä company creating an experience for customers). but a community creating an experience is pretty new. I read a lot about CX, but never read about this for instance.

What has to happen to make this new economy a long term and sustainable success?
In the world of customer experience, the value and importance of a product as such is diminishing (and the value of the experience is rising). I expect this shift to accelerate because of the collaborative economy because it’s nog longer about having a product or service but about using it….

 

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