Jaap Wilms Ccxp Email & Phone Number

Delft, Zh, Nl

Delft Area, Netherlands

So you are interested in CX and Storytelling..., but where to start? You’d like to learn more about it, or be challenged as you already measure but want to see better scores, more results and more engagement in your organisation. But how? How do you get actual changes and improvements to happen and drive customer loyalty and employee engagement? At Wilms & Co it's all about helping you create a successful CX and challenging you to be the best CX leader possible. Go on, discover more at www.jaapwilms.com

Customer centricity is one of the most prominent areas of lip service and corporate self-assessments that don’t match customers’ reality. The Customer Institute provides an independent view of such realities and helps holding organisations accountable and honest in their commitment to being customer centric. The Customer Institute not only certifies the degree of customer centricity of organizations around the world. We also develop the tools, methods and approaches such organizations can apply to advance their level of customer focus and create an ever-improving customer experience.The Customer Institute is an independent not for profit organization. Our global presence provides for a non-biased view of customer centricity and excellence in customer experience. We incorporate the latest in best practices from around the globe in our certification programs and tool recommendations. Esteemed experts, practitioners, authors, and educators from the field of customer centricity make up our board of directors. Their mission: Relentless Customer Focus.Welcome to www.customer-institute.org

Breukelen, The Netherlands

Netherlands, Amsterdam

Responsible for streamlining, redesigning and running NPS for NN Group. Ca. 12.000 fte responsible for NN Groups 15 million customers. Within NN Group (formerly known as ING Insurance Europe, ING Life Japan, Nationale-Nederlanden and ING Investment Management) 12 countries ran NPS: Netherlands, Greece, Spain, Turkey, Poland, Czech Republic, Slovak Republic, Bulgaria, Hungary, Romania, Belgium, Japan (line-up excl. divested Malaysia and India).• The existing setup within ING Insurance (later NN Group) was streamlined in its varying basics accross countries. e.g. realigning and modernizing systems and platforms, reporting, budgetting and vendors, legislation and contracts. Internally realigning the varying approaches, methodologies, reporting and processes that had diverged over time. • Following the approach in The Netherlands the renewed NPS programme also meant a new modernized thinking on NPS, playing into changed consumer behaviour, modernizing surveys, opening up new possibilities to include customers, society and partners, and driving change in attitude internally towards NPS' capability to be a catalyst for inspiring and empowering employees. Read more on www.jaapwilms.com

Netherland, The Hague

Responsible for designing, implementing and running the NPS Programme for Nationale-Nederlanden. Ca. 6.500 fte. • Leading to a best-in-class case with a.o. scores to show (a 28 NPS points increase and 18 point Employee-NPS increase in resp. in 3,5 and 2 years' time), high response rates, a fine-mazed omni-channel survey setup, new generation surveys, sophisticated innovative dashboarding and reporting developed in-house. Fully strategically, tactically and operationally embedded throughout the organisation, targets, training and day-to-day practice and communication. Its focus on change management, inspiration and activation led to high organisation engagement. Read more on www.wilmsnzo.com

Netherlands, The Hague

Various projects and programmes in Customer Experience and Employee Experience, a selection: • Employee Training Programme: A reboot for all Customer Contact trainings to one single moduled approach for all, aligning different methodologies to one, and enriching the courses by new trainings on Employee Experience. Ca. 550 fte involved.• Complaint Management: Redesigning and aligning different business units' metodology, organisation and analyses to one overall approach, incl. creating a new mindset (behavioural change). Ca. 40 fte directly involved.• Customer Management redesign programme for business units: organisation (redesign roles, procedures, reporting) to technology (implementing a new telephony infrastructure) to creating a new mindset (behavioural change) on customer contact and customer experience. Four locations, ca. 340 fte involved.• Redesign front offices Contact Centres faced with unpredictable rise in contacts due to new legal requirements. Ca. 70 fte involved.

Netherlands, The Hague

Business Consultant Customer Experience Management. • Co-founder new market section Customer Interaction Management, bridging customer behaviourial insights and customer experience with supporting technical architecture.• Thought Leader’ on Customer Experience for Atos Origin.• Consultancy trajects include e.g. Business Consultancy at ING / Nationale-Nederlanden (Netherlands), DELTA (Middelburg, Netherlands), E-PLUS (Düsseldorf, Germany), ACHMEA (Zwolle, Netherlands), DELTA (Middelburg, Netherlands), NUON (Amsterdam, Netherlands) and CONTINUON (Amsterdam, Netherlands).

Netherlands, The Hague

Various international and national Customer Experience and Customer Care projects and programmes within in the T-Mobile footprint: Netherlands, UK, Austria, Germany, Czech Republic, Hungary, internationally cooperating and transferring to local market.Responsible for e.g.:• Promise & Surprise. International project emphasizing delivering the expected high quality of service and surpassing this experience with unique service based on the customer lifecycle. Part of international team of 12 fte.• Service Differentiation. International project in segmented customer care based on value, life-cycle and expectations. Part of international team of 14 fte. • Privilege. Launching new service concept providing excellent and luxurious service to high-end customers. • Channel Management. Concept to steer selected customer segments to selfservice functionalities using knowledge management, intelligent routing and channel management. • Branding. Employee introduction to new T-Mobile branding concepts.

United Kingdom, Liverpool

Account Manager Customer Care and Management Team member for a Bertelsmann start-up location in Contact Center Services in the United Kingdom. • Responsible for care for all English speaking countries serviced worldwide 24/7: US, Canada, UK, Ireland, Israel and Benelux. Clients e.g. BCA, Worldres, Microsoft, Lycos. Designing, setting up and managing various account teams ranging up to 30 fte.• Assistant to CFO. Supporting Financial Department (Birmingham) in Liverpool budget administration and forecasting.• Presentation coach to the Microsoft Product Activation team for Scandinavia and Israel, winning the prestigious Merseyside Contact Centre Awards.

France, Noyelles-Sous-Lens

Troubleshooter to external Customer Care team servicing UGC CINEMAS United Kingdom and Ireland, an international activation and support service for subscription cinema cardholders, on behalf of Bertelsmann.• Redesigning flawed setup and succesfully managing the contrarious conditions for staff, locations and service back towards an effective and positive working environment. Team of 7 fte, 24/7 housed at location.

Germany, Dortmund

Preparing the relocation of the English customer care and support site for BOL.co.uk, an international online book order store, in Germany to the new start-up site in the United Kingdom. • Aborted for France.

Netherlands, Vianen

Troubleshooter to the external Customer Care team for BOL.com Netherlands, an international online book ordering store, on behalf of Bertelsmann GmbH. • Redesigning flawed setup and succesfully managing the processes and structure of the siteback towards an effective working environment. Team of 5 fte, resolved when goals were reached.

Master’S Degree, Marketing (Executive Master Programme), M.M.

Activities and Societies: • Thesis: "Insurance's Social Responsibility." On Corporate Social Responsibility (CSR) in the Insurance.

Customer Experience & Customer Intelligence

Master'S Degree, History Of Art (Spec. Iconology), M.A.

Activities and Societies: • Thesis: "The personification of the Americas: 1530-1830". On the struggle to depict the new found continent.