KATOEN NATIE
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“ We do not produce anything ; we generate a service for the customer and we can only ensure we are doing that in the best way by opening up and listening to them , understanding their needs and seeing how their – and consequently our – world is evolving ,” he says . “ It ’ s essential to keep track of that customer heartbeat and understand them fully .” Katoen Natie is aiming to ramp up its use of Big Data and advanced analytics to leverage customer insights in a more direct and actionable fashion . “ At this stage , we are trying to interlink programs across the company so that we can build a complete view of the information itself and maximise the data ’ s value ,” explains Colpaert . Given the extent of Katoen Natie Thailand ’ s stellar customer centricity and internal culture , it will be very interesting to see how it pushes customer value to even greater heights through such innovations . AUGUST 2019