inspiration on CX approach, customer strategy, inspiration tours, benchmarking and moderating customer arena's

Customer Experience Consultant & CX Inspirator & Selected Leadership CoachFacilitating organizations to shift from operational excellence towards customer excellence putting CX into their DNA. Focus on inspiration & activation of purpose, leadership, employee engagement and customer processes.

Supporting a global Customer Experience approach

International Inspiration Tours - Agile Working - Setup teal organisation structure - Cycle Meeting organisation - Event Programme Design

Guiding DMI in in it's transformation into a Customer Excellent organisation. WHY and corporate value definition, CE Academy for all employees and management, creation of an internal CE-ambassador team, training and performing customer journeys on key processes, continuous management guiding

New Forest Sessions organises programs and facilitates small groups of business owners and leaders looking for a way to escape the operational day to day business and refocus on their strategy and growth. The multi day sessions are organised in nature as New Forest Sessions believes the best creativity is unlocked by walking and talking with peers. Sharing experiences and learning from each others mistakes and successes helps the participants in their own business.

Het Chief Customer Officer (CCO) Netwerk heeft tot doel om de klantgerichtheid in organisaties te versterken, met als resultaat een directe stijging van NPS en bedrijfsresultaat. Het CCO Netwerk biedt inspiratie (4 jaarlijkse bijeenkomsten met bijzondere gasten vb Gerard van Grinsven, Danielle Braun, Ronald Touwslager, Teun van de Keuken e.a.) op een bijzondere locatie én in een veilig netwerk.

Kerndocent in Customer & Service Excellence leergangen. Customer journeys - service metrics - performance verbetering & veel cases.

Coaching a senior Leader & Delivering Customer Experience Training to employees

Developed an in-house customer experience academy- approach, trained many teams (management & employees), performed many CX-scans at different sites in NL and Belgium, inspirational events and sessions on customer experience, CX-adviser for customized customers, branches & teams.

As part of the Wholesale Bank Innovation accelerator program I am the Customer Lead of the start-up "Working Capital Solutions as a Platform". We focus on improving the client experience related to working capital solutions and investigate if blockchain is a possible technology in this field. I am a member of this accelerator program, following the ING innovation process, based on Lean Start-up, Design Thinking and Agile & scrum.

Advising and guiding Axalta on different levels. Deliver inspiring customer events, realizing customer insights and presenting valuable insights to the management, selecting custom-fit and future-proof suppliers of customer insight tooling.

Developing and training an inhouse custom made Custom Excellence NPS Professional Academy. Including examination and certification. To senior management, senior marketeers and master blenders.

KPN Managed Mobile Solutions is verantwoordelijk voor het gecombineed aanbieden en servicen van de totale KPN dienstverlening aan corporate klanten. Het Programma customer excellence was verantwoordelijk voor dat:- Een duidelijke WHY en HOW geformuleerd werden- LEAN daily management werd ingevoerd- Ketenbrede verbeteringen werden doorgevoerd- Dat het volledige management en alle medewerkers getraind werdenIn deze rol rapporteerde ik direct aan de directeur… Show more KPN Managed Mobile Solutions is verantwoordelijk voor het gecombineed aanbieden en servicen van de totale KPN dienstverlening aan corporate klanten. Het Programma customer excellence was verantwoordelijk voor dat:- Een duidelijke WHY en HOW geformuleerd werden- LEAN daily management werd ingevoerd- Ketenbrede verbeteringen werden doorgevoerd- Dat het volledige management en alle medewerkers getraind werdenIn deze rol rapporteerde ik direct aan de directeur klantprocessen van deze afdeling. Deze afdeling heeft de ingezette werkwijze 3 jaar lang consequent doorgevoerd met als resultaat:- NPS stijging van + 60%punten- Klantgroep is verdrievoudigd Show less

Developing a customer excellence business model and calculation the financial NPS businesscase using market research and corporate data. With a great outcome and valuable company insights in the value of word of mouth.

Developing a corporate Onboarding Academy for all new staff.

Responsible for the roll out of the Closed Loop Feedback process within KPN Business Market, part of NPS improvement.

Executing many LEAN Six Sigma projects with lots of Kaizen, Customer Journeys in DMAIC format. Focussing on balance between efficiency (€) and customer experience (NPS)

NPS driver calculation, and implementation of an NPS driven way of working in contact centers realizinga significant customer loyalty boost

responsible for business wide customer excellence improvement (process & team focus)

complaint management

responsible for customer excellence approach at BU level

Marketing & Productdevelopment