About Ernst van Megen
I am a Product Owner focused on customer contact, service technology and operational feedback loops.
My work sits at the point where customers, agents, systems, costs and business ownership meet.
Based in the Netherlands. I work in Dutch and English.
I care about three things.
The foundation needs to be reliable
Customers must be able to contact the company, channels need to work, agents need the right context, and incidents should not become the normal way of operating.
Technology needs to improve the economics of service
AI and automation are only valuable when they reduce avoidable contact, improve resolution, increase consistency or remove repetitive work from people.
Customer contact should become structured feedback
Customer contact should not disappear into reports that nobody uses. It should become structured feedback for the product owners, process owners and business leaders who can solve the root causes.
I do not see customer contact as a cost center only. I see it as a signal system.
It shows where customers are confused.
It shows where processes break.
It shows where digital journeys fail.
It shows where policy, product or communication creates unnecessary work.
Good Product Ownership in this area means translating those signals into better priorities, better systems and better decisions.
That requires operational discipline, technical understanding and the ability to communicate clearly with both delivery teams and senior stakeholders.
My goal is to help organizations build customer contact systems that are stable, scalable and useful: systems that help customers, reduce unnecessary cost, and make the organization smarter.
Contact
If you are working on customer contact, AI in service operations, feedback loops, or product ownership in complex organizations: