Expert Interview with … Ivan Branco, Volvo Group Trucks Operations (GTO) Service Market Logistics (SML)

10/30/2023

We had the pleasure of chatting with Ivan Branco, Head of Information Management, BI & Analytics at Volvo GTO SML, about what an ideal omnichannel strategy looks like in a B2B setting, top areas of focus and challenges for 2024.


What do you feel are the key challenges your company faces in the next 12 months?

As most companies we are in an never-ending process of digitalization, or if, you want to make it broader, of continuous improvement, and we need to secure that we are investing in the right areas and technologies. Especially as we want to invest and reinforce our service area, and that digital solutions are a must to deliver a direct benefit to our end customers that is not so dependent on the tangible product. So I would say that accelerating our cloudification journey and ideation on new services would be our main challenges for the next 12 months.


What are your top 3 areas of focus in the next 12 months?

  • Data Ingestion
  • Data Quality
  • Generation of smart business solutions delivering capabilities we do not offer today


What does an ideal omni-channel strategy look like in a B2B setting?

An ideal omni-channel strategy in a B2B setting centers around a customer-centric approach, ensuring consistency, personalization, and seamless integration across multiple channels, including web, mobile, email, social media, and in-person interactions. It involves user-friendly technology, mobile optimization, and robust customer support, backed by data analytics and content strategy. Alignment among teams, ongoing feedback, security measures, scalability, and continuous improvement are essential components of this strategy, with the ultimate goal of delivering a unified, high-quality customer experience that adapts to evolving customer needs and preferences.


What are you most looking forward to at B2B Online?

The dialogue, the networking, the exchange. And above all, learning from each other.


To find out more, view the full agenda here.

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