Jaap Wilms Ccxp Email and Phone Number
Jaap Wilms Ccxp personal email
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So you are interested in CX and Storytelling... So am I. For over 24 years I have been actively engaged in Customer Experience (CX), the Net Promoter Score (NPS) and Business Storytelling whilst working and living in various countries for various international companies. It is truly fascinating to me. From the overarching CX or Loyalty strategy that ties the business goals, to the analytical and robust design choices to make for implementation, to cleverly setting up the organisational design to deliver value and drive fundamental organisational change. So far the topics, but what drives me?I’m absolutely passionate about what lies beyond inherent functional logic. I believe that what sets a truly succesful programmes and initiatives apart is the incredible potential to involve, engage, inspire and enthuse the organisation. In short, Storytelling. To make it their own story, their own initiatives and their own pride. Leading to a buzzing customer centric culture and a boost in customer loyalty.As one of the just a handful of officially Recognised Training Providers (RTP) in the world by the Customer Experience Professionals Association (CXPA) I host popular CX and NPS Masterclasses all over the world from Dubai to Delft, Manchester to Moscow and Seattle to Singapore. Helping companies to grow, shape their CX roadmap and ambitions, and prepare them for the official CCXP Exam, and help them challenge on Loyalty as a strategy and truly mastering NPS.Want to find out more? Join me at www.jaapwilms.comOr want to dive straight into a Masterclass? Take a shortcut with www.x-masterclasses.com
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Wilms And Co | Cx Masterclasses | Consultancy | StorytellingWilms & Co B.V.Delft, Zh, Nl
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Wilms & Co | Cx Masterclasses | Consultancy | StorytellingWilms & Co B.V. Jan 2016 - PresentDelft Area, NetherlandsSo 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 -
Director Customer InstituteCustomer Institute Jan 2019 - PresentCustomer 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 -
Guest LecturerNyenrode Business Universiteit Jan 2019 - Jun 2024Breukelen, The Netherlands -
Chair Of Judges International Customer Experience AwardsAwards International Nov 2018 - Jun 2022 -
Advisory BoardNina.Care Mar 2019 - Dec 2021 -
Head Of Global Nps (Europe And Asia)Nn Group Jul 2013 - Oct 2015Netherlands, AmsterdamResponsible 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 -
Nps Programme Manager (Netherlands)Nationale-Nederlanden Oct 2011 - Oct 2015Netherland, The HagueResponsible 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 -
Sr. Project & Changemanager (Netherlands)Nationale-Nederlanden Jan 2008 - Dec 2011Netherlands, The HagueVarious 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.
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Business Consultant Customer Experience (Netherlands)Atosorigin Nov 2006 - Dec 2007Netherlands, The HagueBusiness 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). -
Project And Programme Manager Customer Experience (Netherlands)T-Mobile Oct 2003 - Oct 2006Netherlands, The HagueVarious 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. -
Account Manager And Member Management Team (United Kingdom)Bertelsmann Nov 2000 - Jul 2002United Kingdom, LiverpoolAccount 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. -
Teammanager Customer Care For Ugc Cinemas (France)Bertelsmann Jun 2000 - Nov 2000France, Noyelles-Sous-LensTroubleshooter 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.
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Teammanager Customer Care For Bol.Co.Uk (Germany)Bertelsmann Apr 2000 - Jun 2000Germany, DortmundPreparing 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.
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Teammanager Customer Care For Bol.Com (Netherlands)Bertelsmann Nov 1999 - Apr 2000Netherlands, VianenTroubleshooter 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.
Jaap Wilms Ccxp Skills
Jaap Wilms Ccxp Education Details
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Customer Experience & Customer Intelligence
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M.A.
Frequently Asked Questions about Jaap Wilms Ccxp
What company does Jaap Wilms Ccxp work for?
Jaap Wilms Ccxp works for Wilms & Co B.v.
What is Jaap Wilms Ccxp's role at the current company?
Jaap Wilms Ccxp's current role is Wilms and Co | CX Masterclasses | Consultancy | Storytelling.
What is Jaap Wilms Ccxp's email address?
Jaap Wilms Ccxp's email address is ja****@****ail.com
What schools did Jaap Wilms Ccxp attend?
Jaap Wilms Ccxp attended Tiasnimbas Business School, Nyenrode Business University, Universiteit Utrecht.
What are some of Jaap Wilms Ccxp's interests?
Jaap Wilms Ccxp has interest in Roquefort (Not Mixed), Avocado, Customer Experience, Economic Empowerment, Anchovies, Nps, Useless Knowledge, Culture And Society.
What skills is Jaap Wilms Ccxp known for?
Jaap Wilms Ccxp has skills like Customer Experience, Change Management, Management Consulting, Strategy, Process Improvement, Process Management, Program Management, Net Promoter Score, Nps, Customer Satisfaction, Business Process Improvement, Interim Management.
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