Willem Pieterson

Expert and researcher on digital government transformation.

Dr. Willem Pieterson is a researcher and consultant specialising in public service delivery, digitalisation and the use of data in government. His main focus is omnichannel management, a topic he has worked on for over 20 years and holds a PhD Cum Laude on.

He works as an independent advisor to governments and public sector agencies worldwide and is a visiting scholar at the IT University of Copenhagen.

He has published over 50 academic articles, book chapters, conference papers and reports on public service delivery, channel management, digitalisation and data use in the public sector.

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All Sessions by Willem Pieterson

  • Tirsdag 22. september


  • 13:45  - 14:40
    Organisations invest heavily in optimising individual channels, yet most customer journeys span multiple channels, organisations, and layers. Web analytics alone cannot tell you why customers call after visiting your website, or why 25% of citizens abandon digital services to seek help elsewhere. The cost is real and largely invisible if you only measure within silos.

    This session explores why omni-channel data is not just an analytics upgrade, but a strategic necessity. Drawing on academic research and practical implementations in the public sector, we will examine how organisations can move from fragmented channel metrics to coherent journey insights, and from measurement to active management. The result is lower costs, better experiences, and governance that actually improve service delivery.



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Willem Pieterson