Customer centricity, easier said than done. Marktplaats’ re-startup

Nobody goes to work with the goal to give customers a bad experience, but so often customers do have one. To avoid this, organizations push themselves to be more customer centric, but this is often easier said than done. CPTO Pedro Thormodsen takes you through the constant change at Marktplaats to improve the success of its users. Enabling them to trade easy, quick and, most importantly, with a smile. A story about personalization, platform economies, instant satisfaction, voice and Blockchain. But above all a story about creating a new culture.