Meet the Judges who will be bringing their industry knowledge and category specific skillsets to assess this year Awards Finalists. Of course we also take care to ensure there are no conflicts of interest and all Judges also sign a confidentiality agreement.
Many past entrants have found it beneficial to take part in judging to help with entry structure and content in future years. Of course you cannot judge in the same category as you or your company are entering but there are plenty of categories to get involved in to ensure that this doesn’t happen.
This page is constantly being updated as more Judges are approved to be part of the panels. Make sure you revisit it to discover more about our Judges.
If you are interested in becoming a Judge at the Awards why not visit our “Apply to Judge” page to find out more and to see whether you would benefit from joining the Judges below.
Customer Experience Specialist
Customer Experience Consultancy Ltd
Ian Golding is a Certified Customer Experience Professional. A highly influential freelance CX consultant, Ian advises leading companies on CX strategy, measurement, improvement and employee advocacy techniques and solutions. Ian has worked across multiple industries including retail, financial services, logistics, telecoms and pharmaceuticals and has deployed CX tools and methodologies all over the world. An internationally renowned speaker and blogger on the subject of CX, Ian was the first to become a CCXP Authorised Resource & Training Provider.
Stefan has been a leader in Fortune 500 companies for more than 15 years. He has held global responsibility for the customer experience of 120 million customers as well as the employee experience of tens of thousands of employees. Stefan now helps leading organizations around the globe to combine their Customer and Employee Experience practices and treat them as two sides of the same coin. Stefan is a global keynote speaker and the author of "The End of Work-Life Balance".
Mike has over 30,000 hours of experience helping leaders tackle tough, high-stakes problems as a consultant, experience designer, coach, and speaker. His clients claim over $1.6 billion in added sales, reduced expenses, and new sources of revenue. Mike is an author, top blogger, and former IBM Global Services eVisionary. Mike works in English, Portuguese, Spanish, and Russian and has experience in over 100 cities in 26 countries.
Daniel Ord, CCXP
Founder & Director
Daniel Ord, CCXP
With mastery in Contact Centres, Customer Service & Customer Experience, and a temperament for facilitation, I help & inspire organizations to create great experiences for their Customers.
I'm a Certified Customer Experience Professional (CCXP), an ICMI Certified Associate, a CIAC Certified Strategic Leader and was the first to bring professional Contact Centre management certification to Asia.
By education I'm a management accountant and by experience, a former corporate VP Operations for Contact Centre & Distribution operations.
Over the past 18+ years, I have facilitated sessions with more than 50,000 participants across 40 countries with a heavy focus on Customer experience, Contact Centre strategy, operations, people management, communication skills & coaching.
Customer Experience Director
Customer experience strategist and business transformation advisor; Advisory Board member and international keynote speaker. Supporting executive teams of Fortune 500 companies and SME’s to design and drive significant customer experience programmes with impact.
Craig has worked on customer centered change in the financial services, telecoms, luxury retail, technology, education, hospitality, healthcare and travel sectors.
Craig is Customer Experience Director at Activate Experience and more recently held the position of Customer Experience and Brand at Emirates. He is based in Dubai and consults internationally.
the CX Game
Nienke Bloem is an acclaimed Customer Experience consultant, co-founder of the customer experience game and a distinguished keynote speaker on CX. Her passion for the field of customer experience is evident in her credentials and her way to bring fun while working together. Nienke is a certified Customer Experience Professional (CCXP) and promises to make customer experience WORK. Her mission is to make the world a more beautiful place for employees and customers.
Olivier Mourrieras has spent the last 12 years in shaping and delivering market leading global customer experience strategies at Orange and E.ON. He has driven change from laying out foundations to building sustainable capabilities and delivering differentiating customer experience offering value for the customer and for the business. Olivier is the CEO of CX-Impact, a customer experience consultancy providing personalized advice and support for leaders who want to improve their customer experience and most importantly, differentiate it.
Marcus von Kloeden
Marcus von Kloeden
OmniTouch Pte Ltd
German national and 13-year Permanent Resident of Singapore, with more than 25 years in the Sales and Service Management Industry.
Marcus conducts Customer Experience-based Mystery Shopper programs, Customer Satisfaction Survey programs and Focus Group discussions to inspire & improve Client service delivery across all touchpoints to help people & organizations to make their Customers’ lives better.
In training sessions Marcus gets people inspired, motivated & skilled to improve their performance, while sharing real-world experience gained working with organizations around the globe.
Since 2017 he is Associate Faculty Member of the Othman Yeop Abdullah Graduate School of Business in Malaysia.
If you’re looking for customer strategy, CEM, CX, customer journey management, customer centric marketing, business strategy, or innovation, it’s time for us to talk. Not about green or blue hats, the latest shiny digital toy or complex processes. But about profit opportunities, practical ideas and concepts that allow you to differentiate your business in the market place and even transform your industry. In other words: “ideas that make money” - and practices that make your customers more loyal, happier, and more likely to recommend you.
I don’t come to this conversation empty handed. Over the past 20 years, I’ve been an entrepreneur, a CEO and had the opportunity work with senior teams at large accounts like Lexus, Toyota, Vodafone Group, ING, BAT Japan, Sanoma CEE, Heineken, Philips, Bank of Pireaus, JTI, Mercedes, Volkswagen, Novartis, Deloitte, Lowe, Ogilvy, and many others. While this experience gave me the opportunity to inspire them with new ways to grow their business, it also taught me a lot about what works and what doesn’t in business model innovation and CX.
Customer Experience Director
Passionate about driving Customer Experience and helping companies to become customer centric by putting employees and customers first, driving cultural change and designing customer journey's. For the last 6 years responsible for the Customer Experience Strategy for DTG, reporting to CEO, having an once in the lifetime opportunity in helping DTG transforming from a yellow page company to an online marketing provider. Prior joining DTG, fulfilled various training/coaching management & EMEA program management positions within DELL. COPC and SixSigma certified.
Marleen van Wijk
Manager Customer Insights
Marleen van Wijk
With over 16 years of international (management) experience in CX, customer insights and marketing roles in both B2B and B2C, Marleen helps companies to build, improve and drive customer strategies using fact based insights and linking CX results to business growth.
Marleen, who is CCXP, is an energetic communicator, always challenging you to think customer centric and outside-in.
Marleen is currently responsible for all market and customer research for the Dutch post/parcel company PostNL. Previously she worked for KPN (Telecom), Canon Europe and Ipsos, mostly working on Customer Experience.
Bala is a Certified Customer Experience Specialist who leads Marketing, CRM and CX Practices as Business Director at Jacobsons. He is a Customer Strategist with over 20 years’ experience in helping brands to focus on monetising customer intelligence for business growth in the region. Bala is an accredited practitioner of SCHEMA® Customer centricity framework, and a Fellow of IDM, UK committed to the highest levels of professional and personal excellence. He Judges at the Gulf CX Awards and is excited to see the positive trend in adoption of Customer centric practices by brands in the region.
CX Expert and Managing Partner
Roy Klaassen (1976), CX expert and managing partner at Kirkman Company. With the several projects he runs, Roy mainly helps 500+ FTE organizations (like Royal Dutch Mail, Dutch Railways and Municipal of The Hague) with their customer experience management challenges. The CX projects he works on focus on how to build and grow the CX competence in the organisation and create a customer centric culture. Roy is co-author of the book 'Zet je klant centraal' (translated: 'Customer First!'), published June 2017. Roy's personal mission: 'Transforming organisations to become 100% relevant for their customers.
Head Of Marketing
National Insurance Company
Imad Hazeem is Head of Marketing at National Insurance Company, Marketing Manager & founder of NI Events Company and Judge at Gulf Customer Experience Awards . Imad holds 14 years extensive professional experience in Customers Service, Services marketing and Service Excellence with different service providers (Banking, Consulting and Training, Events Management and Insurance companies) at the region. Imad established and drives the Marketing department at National Insurance Company, serves with NI Events Co. more than 25 clients from Palestinian private sector by organizing more than 130 events within last 8 years, helps in establishment Up2Date Consulting Firm to provide their services for local companies to help them delivering great customer service, and to promote their services in competitive ways with systematic methodologies and approaches plus training over 4500 persons.
Imad holds BA degree in Marketing from Yarmouk University and Masters in Marketing from Arab Academy for Financial and Banking Sciences, Certified as Customer Experience Professional, Certified in Internet Marketing Practitioner from EC- Council, Google Digital Sales, Fellow Member and Customers Service Expert, Sales Expert and Professional Trainer from International Association of People and performance Development, Certified in Customers Service professional from IBTA
Customer Experience Expert
Babs Asselbergs loves to look from a different perspective to the world around her & loves to learn others to do so too and give a better experience to customers & employees. Babs is co-founder of the Customer Experience Game and partner at N3Wstrategy.
Babs is a Customer Experience expert with a 20 years background in market research. During that time she focused on customer satisfaction and NPS. She did implement Voice of the Customer programs at several companies and nowadays helps organisations to grow by activating customer focus in their DNA.
Chief Customer Experience Officer
Columbus Metropolitan Library
Alison Circle, Chief Customer Experience Officer for Columbus Metropolitan Library (CML), is an in-demand speaker on issues of libraries, customer experience and design. She serves on the Executive Leadership Team at CML, overseeing 23 library locations, Marketing and all programs and products. She leads programming, experience and design for the library’s 10 new libraries – all award-winning. She won a Global Impact Award from the Customer Experience Professional Association; she is a CCXP; she is a CXPA board member.
CEO, Experience Transformist
Rajat Chawla is Asia's first Certified Customer Experience Professional. Rajat provides coaching and training on CX strategy and employee experience transformation. Rajat has more than 23 years of experience working with multiple industries including retail, finance, digital and information tech and startups etc. Rajat uses a combination of customer-centric frameworks, analytical insights and strengths science for organisational growth and transformation. Rajat received 'Ignite Innovation Award' by the CEO of leading MNC for building a global customer experience practice.
Rajat is an internationally renowned leadership coach and a speaker. He is also Gallup Certified Strengths Coach and coaches senior business leaders. Rajat is also a CCXP Authorised Resource & Training Provider, ninth in the world.
Managing consultant and co-owner
Specialized in Customer Experience Management. Broad experience as consultant and manager in customer care operations. Actively taking care of people, means, organisation and processes being aligned towards the goals. Convinced that customer experience is the largest contributor to the succes of organisations. No secret ingredients, a practical approach to challenges delivers practical solutions that work for customers and employees. I'm passionate about realising the desired customer experience and enthousiastic about sharing experience and knowledge.
Sirte Pihlaja (Certified Customer Experience Professional, LEGO® Serious Play® Facilitator) is the CEO of Shirute, the first customer experience agency in Finland. She is also heading the activities of the global Customer Experience Professionals Association (CXPA) in Finland, and one of the Association’s Founding Members and Member of the International Advisory Board. Sirte is an internationally known CX expert, coach, designer and strategist with over 20 years of experience in advising large corporations and brands in industries varying across banking & insurance, energy, fashion, gaming, health & wellness, hotel & travel, media, public sector, retail, and telecom - to just name a few. At Shirute, she delivers creative solutions in customer experience management, research and experience design, CX culture, data analytics, voice of customer, and delivering solutions through omnichannel service design. Sirte is known for translating customer understanding to concrete actions and results in a fast and cost-efficient way. She has acted as Business Manager, Board Member, Lead Strategist and Service Design Lead at Accenture, Tieto and Fjord and over 10 years as a journalist in international media. Sirte (M.Sc.) has been studying journalism, political sciences and computer science and graduated from the University of Helsinki, Helsinki School of Economics (Aalto University), Sorbonne and Swedish School of Social Science. She has strong language skills, working in Finnish, French, English and Swedish.
Head of Insights and Planning
Passenger growth at Dublin Airport is increasing at over three times the European average. Jan is responsible for managing the significant Dublin Airport Insights & Research programme, including continuous CX improvement programme & research, monitoring future trends, passenger tracking, and developing brand positioning strategy & measurement. Previously, Jan was the Senior Planner with MCCP Planning and Insights, and ran her own strategic planning and research consultancy. Jan worked in advertising in London, Budapest and Dublin and was Client Director of DDB Budapest and Planning Director of Owens DDB in Dublin.
Founder and managing partner of Integria Consult, a consulting company in Russia that focuses on customer-centric corporate culture and customer loyalty. MBA, CX evangelist with more than 15 years of international experience in marketing, consumer research, customer retention and loyalty programs with companies like VW Group, British Airways and BRP. Speaker, author, blogger, executive coach, corporate consultant. Business trainer and facilitator in the area of customer centricity and customer-obsessed culture. Certified corporate culture measurement and development expert.
Chantel Botha is a brand and business innovator who obsesses over how customers connect with brands. She finds meaning in designing engaging customer experiences that creates value for brands and their patrons.
Chantel guides brands on how to design their distinctive tone and emotions they want to evoke in spoken, written and digital communication. She helps both corporations and people find their purpose. She loves solving lots of small problems that make a big difference.
Mohamad El Hinnawi
Customer Experience Advisor
Mohamad El Hinnawi
Mohamad is a seasoned and endorsed Advisor and Management Consultant, focusing on research, development, training and delivery in the fields of customer experience and digital transformation.He is one of nine globally Authorized Resource and Training (ART) providers for the Certified Customer Experience Professionals (CCXP), and he has more than 13 years of experience in technical, consulting engagements and cross functional management roles at several companies in the US, Lebanon, Saudi Arabia, Turkey, UAE, Oman, Kuwait, Egypt and Sudan.
Customer Experience Connection
LYNN BAKER Director Customer Experience Connection South Africa and international speaker on Customer Experience. She has worked for corporate's in UK & South Africa focusing on Marketing and Customer Experience. Lynn attained her Disney Institute Quality Service Certificate in 2006 and attended the Disney Customer Experience Summit 2018 in California in May 2018. She is a Certified World Class Speaking Coach and combines her passions of Public Speaking and Customer Service by delivering keynotes around the world on Customer Experience.
Kathy van de Laar
Kathy van de Laar
Kathy van de Laar is founder of EarlyBridge, a boutique consulting and training bureau focused on driving customer-centered change and employee engagement. As an experienced consultant and change manager she helps companies understand their customers and engage employees to deliver the right customer experiences.
Kathy is a Certified Customer Experience Professional and teaches customer experience courses for professional development.
EarlyBridge is winner of the 2018 Association for Talent Development Change Management Award and the 2018 CustomerFirst Dutch Human Resources Award.
Keren Shaked, CCXP
Keren Shaked, CCXP
I’m a believer in CX as a core capability to compete on in the New Economy Era. In my career I have developed strategies bridging business and technology to create groundbreaking improvements for B2B and B2C companies.
As an advocate for empowering managers to lead change, I deal a lot with training and workshops facilitation.
Formerly a partner in Deloitte Consulting, CRM program manager for a large bank, and BI program manager for a large pharma.
I Specialize in CX technologies and customer analytics.
Barbara van Duin, CCXP
Founder Customer experience design
Barbara van Duin, CCXP
I work on the loyalty of your customers and talented employees and results of your company.
If you recognize the importance of customer loyalty;
If you believe in true emotional human relations;
If you value your customers as well as your employees;
If you look out for the bigger picture;
If you embrace different views;
And if you are open for disruption and prototypes,
I am your allround and inspiring facilitator and sparring partner.
If you dare to make a change and just prototype new ideas, I care for your brand.
If you care for customers and employees, I dare for your results.
I dare. I care.
Rosaria Cirillo Louwman, CCXP
CX & NPS Management Advisor & Trainer
Rosaria Cirillo Louwman, CCXP
Certified Customer Experience Professional (CCXP) & CXPA Authorized Resource Training Provider, I help companies navigate change using Net Promoter and Voice of Customer as compass to move from data to results through insight and action. After 13 years in Sales, E-commerce and Consumer Care at companies like Forrester, Stream, Adobe and Philips, in 2013 I started Wow Now to inspire and empower companies to design and deliver WOW life-enriching customer experiences that contribute to everyone HAPPINESS! My mission is to bring more happiness into the world.
Currently working on Yellow Goldfish, a book covering nine ways increasing Happiness in business can drive growth, productivity and prosperity. I regularly give public talks, inspiration sessions and CX masterclasses, open and in-company.
For more information, please visit www.wownow.eu
To connect: https://www.linkedin.com/in/rosariacirillo/
Head of Customer Experience
The focus on the customer and translating customer wishes into an ultimate customer experience is one of the most important priorities in the career of Maarten. He is in both B2C (now at Florius) as B2B (at ABN AMRO Bank) active in enhancing the Customer Experience. In doing so, he combines knowledge of the views of the customer with the strategic direction of a brand in order to create distinctive customer experience. Not only is Maarten responsible for the realization of omni-channel customer journeys in his work, he also speaks regularly on this topic at meetings or conferences.
Wilms 'n zo!
Jaap Wilms consults, challenges and supports international companies in bringing their Voice of Customer (VoC), CX and NPS Programmes to the next level. As former Head of Global NPS in Financial Services running 13 countries in Europe/Asia he has both the in-depth expertise and the actual corporate experience. With Wilms 'n zo! he now supports and coaches global roll-outs for a wide array of companies, to make them successful and engaging.
Jaap is a Certified Customer Experience Professional and a guest lecturer at MBA and Universities. He frequently gives presentations, inspiration sessions and masterclasses.
For more information, please visit www.wilmsnzo.com
Anita Siassios, CCXP
Anita Siassios, CCXP
ManagingCX Pty Ltd
Anita Siassios is a Certified Customer Experience Professional (CCXP), a truly human Executive who empowers businesses of all sizes and sectors to proactively manage their customer experience for sustainability and growth. Anita has worked in the Finance and IT industry for over 25 years, leads the Customer Experience Professionals Association Melbourne Australia Network, recently awarded the 2018 CXPA Best Network Award, is a member of the CXPA International Advisory Board and co-led the 2018 CXPA CX Innovation Awards.
Mark serves as the Executive Director of CX Talks, the Customer Experience Insights Association (CXIA) and the Mobile Marketing Research Association (MMRA). Mark is also the co-founder of the Mystery Shopping Providers Association (MSPA) and has served on the board of the Qualitative Research Consultants Association (QRCA). Mark's experience as a market researcher includes 30+ years of developing and implementing CX VOC programs for many of the world’s leading brands in a variety of industries.
Customer Strategy Expert
I’m a partner at Onestone. We build customer oriented organisations. We guarantee impact with regards to reputation, sales, efficiency and loyalty. We integrate people, processes and technology in innovative customer service.
Who am I? An analytical creative. And that combination of rationality and creativity drives me to always look for ways to do things better. Kaizen. I lift teams to a whole new level and stimulate people to be the best they can be. Because nothing motivates more than spectacular results.
Senior Manager Hospital Services
A high Medical and Operational Professional with superb leadership skills, impressive record of growth and success for more than 12 years of experience healthcare sector,
I strongly believe in passionate and inspirational business leadership which energizes both organizations and individuals. Investment in people is a key pre-requisite when embarking on new opportunity
A Son of Great Parents, husband of a wonderful lady and a father for three angels, Helping people to live their best life is my ultimate goal and it’s my motivational fuel
Head – Operations, Hospital Service & Customer Experience Management
Waqas joined Bupa Arabia in 2011 as Business Manager of Pre-Authorization and later assumed the role of Head – Operations, Hospital Services & Customer Experience Management. In 2015, Waqas lead the project of establishing Hospital Service Operations to manage Customer Experience E2E.
Prior joining Bupa, Waqas worked with Unilever Arabia for 14 Years and worked across various functions i.e. Commercial Finance, Sales Operations, Supply Chain & Distributor Management. Waqas was managing Customer Service Operations and Excellence during the last 5 years of his tenure with Unilever for GCC region.
Customer Excellence Architect
As a customer excellence architect Els kicks off and supports teams in their transition towards customer excellent organizations.
Els builds on 20 years of experience in management and board functions within international companies where she learned “by doing” that not only the customer contact employees need to change, but everybody needs to transform towards a clearly chosen customer mindset and attitude.
Els guides managers in making the right choices, setting realistic transformation plans and coaching their employees to become customer conscious.
When you don’t mind reading Dutch, you can be inspired by her book “Uit liefde voor de klant”.
Director, Global Customer Experience Management & BPM
Elly Domene is a globally recognized thought leader in customer experience strategy, implementation and organizational design (BPM).
As the founder and leader of SES Networks’ CX function, Elly has re-imagined the way the company interprets and operationalizes customer insights. Her charter is delivering actionable recommendations that guide the organization to become increasingly focused on the customer experience and bringing a holistic experience design into the business strategy. Elly’s greatest joy is seeing customer needs become drivers of business decisions.
Customer Experience Consultant
I created CXMania to help companies improve their customer experience and increase their Customer Lifetime Value. My mission is to create long-term partnerships and accompany those companies all along their journey towards customer-centricity.
Senior Medical Manager service operations
Experienced service operations manager with a demonstrated history of working in the insurance industry .Skilled in Healthcare consulting , Healthcare industry,Medical billing and healthcare information technology (HIT) . Strong operations professional.
Nils is founder an managing partner at N3Wstrategy. He has over 20 years of experience in CX. He navigates corporate organisations (profit & non-profit) towards positive change, e.g. growth in customer experience and in business results. Every year he hosts several CX Benchmark Tours for leadership teams in America, Asia and in Europe. Nils trained hundreds of managers and employees as CXProfessionals. His mission is to put CX into the DNA of organisations, focusing on leadership, employees and customer process design.
CEO & Founder
Graham Shapiro is an award-winning inventor, designer & digital entrepreneur. A Fellow member of The Chartered Society of Designers and Chartered Institute of Marketing. An Ambassador of Innovation for The University of Cambridge. Graham invented the interloopmailer® and Reggie®. His company Graham Shapiro Design (GSD®) has worked with some of the world’s most respected companies for over 22 years. His company GSD® has also won 3 IBX Awards.
VP of Customer Success
Sam is a VP of Customer Success at Happeo with a wealth of experience working with enterprise business throughout Europe and the rest of the world with over 10 years in customer facing roles.
Sam has been working in the SaaS space since 2013 building high preforming Customer Success teams from the ground up. He focuses on building scalable processes that allow Customer Success Managers to drive product adoption, value realisation while reducing churn.
Sr. Customer Experience Consultant
Jaap is an experienced CX management consultant at Altuïtion, a leading consultancy in the Netherlands. He has been working in the field since 2006 for a variety of national and international companies such as Liberty Global, Rockwool, Efteling, ING, Allianz and many more.
Customer Experience Management Consultant
As core team member of Altran’s Expertise Center Innovation and Design, Thirza Rottier helps companies transform their ideas into viable products and services. Over the years she has worked with many companies to improve their customer and/or employee experience. Which she believes go hand in hand.
“I strongly believe in the power of customer insights. A deep understanding of your customers’ needs, motivations and emotions should be the foundation of every innovation and product or service redesign.”
Owner / Strategist
With more than 20 years of experience in the world of innovation, David has a successful track record of creating customer experience concepts and programs. His guiding philosophy is based upon the premise that "Customer Experience is a moment of truth and therefore always true, it steers perception and defines behaviour".
His background in both direct and indirect international sales, business development and marketing have enabled him to continually connect with a multitude of business strategies and behaviours. David is continually looking to ask the questions that are relevant and will resonate with customers as well as the customers of customers.
David's company TEoC (The Experience of Customers) has provided strategic services to customers such as Vodafone Global Americas, Baker-Tilly International, Dassault Systèmes, and NetMotion among others.
Customer Service Management Consultant
Customer Contact Company
Alexander’s passion for serving customers was ignited as board member of T-Mobile Netherlands and further developed as co-owner of Customer Contact Company. His strategical insights lead to combining significant contact reduction with increased customer satisfaction. His operational experience was built through managing contact centers and leading integrations at T-Mobile (Orange) and Ziggo (UPC). Alexander is an innovator with a deep involvement for both customers and employees. He holds a PhD in Physics. When not working Alexander likes to sail, play golf and cook.
CEO at Wonderflow. My company helps leading brands understand customers and identify areas of improvement by analysing any kind of consumer feedback. In the last years I have collaborated with several Fortune 500 companies and today I lead a global team of 50+ collaborators across 15 countries. I'm expert in data driven innovation and Lean enterprise. Author, curator of Startup Digest Amsterdam, speaker at CeBit, AI Summit and mentor at Rockstart AI program.
Sr. Customer Experience Consultant
Cindy Brouwer is a professional Customer Experience and Change consultant. Her passion is to challenge both employees and managers to create customer centric organisations, that puts the customer at the heart of everything that is done. The CX projects Cindy works on focus on how to build and grow customer focussed organisations based on the voice of the customer. She strongly believes change can come only from within, and that is why she loves to challenge, inspire, and empower participants in CX-projects to come with their own unique solutions.
Jeroen van Deurzen
Strategy Consultant Customer Experience
Jeroen van Deurzen
ABN AMRO Bank N.V.
Jeroen has worked in financial services for quite some years, always in customer oriented functions. From manager of a customer administration department, to head of complaint management, he has gained a profound perspective on how customers experience organisations. His years as a NPS program manager at SNS Bank came in handy when he switched to ABN AMRO Bank in 2016 to become a CX Strategy Consultant. Since then he is responsible for rolling-out the Closed Loop Feedback Program.
Dr. Anil Pillai
Dr. Anil Pillai
Terragni Consulting Pte Ltd
Dr. Anil Pillai is a veteran customer engagement strategy expert. His area of research and expertise lie in the areas of leveraging Behavior Design and Emotions towards building and executing customer engagement, customer experience and customer centricity solutions for organizations.
He works with Fortune 500 companies who are some of the largest brands in Asia and globally.
He is a Director with Terragni Consulting Ltd, a People & Customer engagement strategy organization and Buyer Brain Ltd, a London Headquartered Neuroscience Insights and Research organization.
Senior director in omni-channel marketing
Customer-centric by nature I already practiced CX long before the term came to surface, i.e. in 1992. And, additionally, gained vast experience in UX and visual design, omni-channel marketing, marketing automation, e-commerce, crm, big data, digital transformation and disruption. As a senior director in omni-channel marketing I worked with renowned national and international brands in the interrelated domains of brand, data and experience: to create compelling customer experiences, you need data (actually: insights from data) to make interactions personal and authentic communications from your brand values to make your interactions credible. Every single interaction is a moment of truth by default. Client encounters and assignments on a strategic, tactical and operational level. The latter which makes my clients benefit: no lengthy strategic documents, but concrete roadmaps and predefined KPIs to secure and maximize success in daily practice.
CRM excellence BV
Experienced CRM entrepreneur (> 25 years) for customer engagement and experience challenges! My motto is "customer convenience will give you loyalty!". With this motto I help my customers to create and implement a sustainable customer focused way of working that supports the customers journeys and will contribute to the customer experience. Connecting processes, people and ICT solutions.
My customers can be found in several industries (B2B and B2C), like education, leisure, government, insurance, professional services, manufacturing industry.
Joep van Rensch
Joep van Rensch
Joep has many years of experience in working with large- and mid sized companies on improving Customer Experience. By gaining deep insight into the mind of the customer, many breakthroughs in marketing, sales and service discussions have been realised. Customer Journeys and Persona design (a.o.) are the tools, whith Customer Insights (varying from fundamental needs to emotional experiences to heuristics and biases of the brain) functioning as drivers for change.
Project Director CX
Sri Safitri is currently a Project Director of Customer Experience at Telkom Indonesia, the largest telco with over 200 Million subscribers base.
She was previously the Chief Marketing Officer of telkomtelstra, a subsidiary of Telkom Indonesia and also a joint venture company of Telkom Indonesia and Telstra Australia. Her current responsibility includes overall Digital Experience Strategy & Design, Customer Experience Transformation and Digital Business Go To Market Strategy & Planning.
Her career in the Indonesian telecommunications industry for nearly 20 years, including a wide range of senior positions at Telkom and its subsidiary, working in IT, sales, strategy, planning and marketing. Safitri is also actively involve in industry associations such as ACIOA (ASEAN CIO Association where she is appointed as an Indonesian Councillor. She is also currently a Vice Chairman of Indonesia Cyber Security Forum (ICSF).
Hugo van der Loo
Manager Customer Services
Hugo van der Loo
Uncover Skincare BV
Hugo lead CS teams in global and regional organisations in the past 20 years. Creating CS teams focusing on the customers’ needs was a personal key objective. He is driven by making connections between people while keeping a keen eye on the set objectives. It starts with a strong belief that people, when treated as valuable assets will give their best and work towards common goals. Before working in CS, Hugo fulfilled account and project management positions in international settings.
Freelance Business Consultant
Weber Market Development
Freelance Business Consultant specialized in Customer Experience (CX) Management. Helps managers to build and drive CX strategy, aligned against business and across departments. To steer Agile (SAFe) transformation and digitization, improving NPS. To embed CX investments in e2e chain- and data-management. To optimize Business Impact, quantifying the ROI of omnichannel CX.
+15 years of management experience in Media, Telco and ICT. Executive MBA from Financial Times # top ranked business school HEC Paris. Multilingual fluency in French, German, English and Dutch. CXPA Certified Customer Experience Professional (CCXP).
Owner Outside In Consulting BVBA
Outside In Consulting BVBA
Annelies D'Hondt is a seasoned Customer Experience professional with over 10 years of hands on experience in launching and managing Customer Experience programs in numerous industries. She has learned that companies must not only create the right CXP improvement strategy, they must also enable themselves to roll these out more effectively. This implies embedding the customer in the company governance and tactical processes as well as in culture. For several years now, her focus in on helping companies with CXP strategy and business transformation.
Customer Experience Manager
Tirza Schmidt is Customer Experience Manager at T-Systems International. She is responsible for establishing the strategic direction for Customer Experience, engaging the business, driving action and supporting growth.
Tirza creates customer advocates by taking customers' needs to drive business decisions so that differentiated exceptional experiences are delivered. Utilizing her broad expertise in the areas of communication, program-, project- and process management and human resources, she promotes employee empowerment, aids collaboration and creates structure through a customer-centric, hands-on and problem-solving approach.
Senior CX Expert
VAN DE MENSEN
A highly experienced Commercial Director and CX transformation leader. As CX Director at National Grid, Jocelyn established the strategic CX/EX transformation programmes, delivering Y2 targets in Y1. As Commercial Director at CalMac, the UK’s major ferry operator, Customer and Stakeholder engagement plus Digital transformation (£18m) were at the heart of the successful £1b contract bid. At E.ON Jocelyn was Head of Global CX, now central to their vision; the programme is considered best practice as NPS targets and financial benefits were exceeded.
Business Process Transformation
Reyami ( RTS Group)
Akhi is a flamboyant finance leader with progressive years of experience in Multinational blue chip companies across Middle East & India. His broad expertise in diverse sectors such as Oil & gas, Consumer goods, information technology, steel construction etc. enables him to optimize business efficiency through process transformation and automation initiatives.
Graduated from Harvard Business School (PLD), he is also a professional member of Institute of Chartered Accountants of India and Institute of Management Accountants (US).
With various accolades for exemplary performances, Akhi frames and drive the financial strategy by restructuring and executing cost optimization programs. He is also a co-founder of Kites Educational institutions, India.
Customer Success Manager - EMEA
Coming from a broad business and technology background I have spent a career dealing with positives and negatives experiences on both sides of the customer/service provider divide.There should be no divide. That is precisely the point!
Currently engaged in managing the CSM experience for EMEA customers, focussing on solving issues and assisting in achieving business and strategic goals through our software. Continual multi-channel, multi-level interactions ensure the right resources at the right time achieve customer success, and our own.
Customer Success Evangelist
Martine founded Q10 Consultancy because of her passion for Customer Success (CS) and the SaaS industry. 'I am fascinated by the answers to the question: if you will never sell a day in your life, would your company survive? Moreover, would you increase revenue?'
Martine has a successful career in marketing, event management, sales, operations and CS leadership in companies like Amsterdam RAI, Apple and Bynder.
She now helps setup and drive CS organisations with her customers. She evangelizes CS at conferences like Pulse, TCSA, CS Unplugged Europe and SuccessCon and is an expert commentator at the BNR Radio ZakenDoen.
Customer Experience Rockstar
James is a Customer Experience Rockstar. He travels the world helping companies create and deliver unforgettable customer experiences through training and consultancy. James used to be an actual, real life, legitimate, award-winning rockstar. He played guitar in a heavy metal band and tore up stages all over the world, James uses his unique experience to energize, empower and inspire his clients. Not only is James a consultant and trainer, he is also a keynote speaker and #1 Best Selling author.
Customer Service Manager
Micreos Food Safety B.V. (PhageGuard)
Roy is an alumni of both HAN University of Applied Sciences and the University of North Carolina Greensboro, where he studied International Business & Management Studies and Business Administration and Management at the Bryan School of Business and Economics. In August 2015 he joined the Dutch biotechnology company Micreos B.V., which rapidly grew from start up to the SME it currently is. Micreos’ food safety division is pioneer and market leader in the development of antibacterial Phage technology with two USDA & FDA approved products on the market, PhageGuard Listex and PhageGuard S. Here Roy holds the position of Customer Service Manager, being responsible for the Customer Experience and After Sales Support for said products in the PhageGuard portfolio. Notably the rebranding of the MFS division, restructuring of the OTC process, managing the logistical process and coordinating and safeguarding retention.
CRM & Customer Experience expert / owner
The Best CRM
Edwin Best is CRM & Customer Experience expert. He is owner of The Best CRM, guiding organisations for the transformation towards Customer-Centric business. Edwin has (internationally) collaborated with a lot of customers with a wide range of CRM & Customer Experience issues; CRM / Cx strategy, CRM selection, CRM implementation and change management.
He is acting on the cutting edge of business and ICT. His mission is to make an active contribution to discipline of customer centric business.
Shimon Ben Ayoun
Shimon Ben Ayoun
Shimon Ben Ayoun is co-founder and Managing Director of spotONvision, B2B Marketing Forum & enspark.io. Customer-centric entrepreneur at heart, Shimon helps marketing and sales team in digital transformation and in the journey of marketing from‘cost center’ to ‘revenue generator’. He is constantly looking for innovations in B2B marketing & sales practices & technologies to help marketers in becoming customer-centric obsessive & data driven. One of the innovation which was co-founded by Shimon is Enspark.io, a AI-driven sales engagement platform that was launched this year.
Shimon has over 20 years of proven experience in B2B marketing & sales.
Victor van DIeren
Customer Support Director
Victor van DIeren
Broad range of experience in Professional Services, Customer Support and Business Consultancy in the Telecommunications Industry.
- Degrees in both Electrical Engineering (BsEE) and International Business Management (MBA).
- 28 years of experience in the Telecommunications Industry with Telecom Equipment Providers, Management Consutancies and Telecom Operators.
- Various international assignments in United Kingdom / United States and Kingdom of Saudi Arabia.
- Currently working at Huawei Technologies since 2010 in Customer Support serving all operators in the Netherlands.
Special interest in Proactive and Predictive Solutions through Big Data and Artificial Intelligence to drive the digital transformation towards excellent customer experience.
Monique Brand Flu
Customer Experience Expert & Owner
Monique Brand Flu
The Customer Excellence Company
Monique’s extensive expertise as a consultant and project leader in Customer Experience and Process Improvement projects, revolves around exceeding customers‘ expectations, by offering them just the right propositions at just the right moment.
She is passionate about creating an outstanding omnichannel customer experience by placing customers in the center of commercial strategy. This demands a.o. gaining indepth customer insights, optimisation of customer processes and an orchestrated multidisciplinary achievement within an customer centric culture.
A certified Scrum Product Owner and Lean Six Sigma professional, Monique overseas the playing field of Customer Excellence and contributes significantly to the customer centric strategy of many organisations.
EVP Customer Experience
KPN Royal Dutch Telecom
Erik Vercouteren is EVP Customer Experience at KPN Royal Dutch Telecom, the Dutch ICT company providing mobile and fixed communication services, Internet, TV, cloud and IT solutions to the Dutch market. Responsible for improving customer satisfaction and loyalty in both B2C and B2B markets. Erik and his team bring in the voice of the customer, help design E2E customer journeys creating the intended experience for customers, and strengthen KPN's customer-centric culture. Based in Amsterdam, The Netherlands.
The SharePoint Academy
Entrepeneur pur, people in the middle, enabling in different ways to transfer knowledge and logics to people. Blended learning, micro learning and even still the traditional classroom are used to enable people to use their applications. Single click learning is the top (or rock bottom if you wish): material and process united in a clear way.
Customers are happy people and active ambassadors due to the result we book with them. And that makes me happy too.
Saad Al Deen Hamam
Saad Al Deen Hamam
Horváth and Partners
Saad Hamam is an Customer Experience Management expert with 10 years of experience in the field focusing on measuring customer satisfaction impact frameworks. He has worked on that topic for major clients in the MENA region and for different industries such as banking, public sector, manufacturing, insurance and non-profit organizations as well. He is truly passionate about his work and eager to connect with people and always appreciates networking. Saad currently is a Principal at Horváth and Partners Middle East and heading the CX competence center
Business Development Operations Manager
I have 13 years of international experience in the complex telecom industry with growth of professional career from support engineer to head of support operations in Europe and Middle-East of Nokia. High self-motivated and goals oriented with own leadership's skills, senior capability in managing and driving changes in a large, complex organization with multiple customers. Always learning, always positive and enthusiastic, even under pressure.
With 20+ years of experience in international Marketing and Sales, Jos is an expert within the commercial and digital domain. As founder and CEO of customer engagement agency Engagement Factory, he leverages his extensive knowledge of CRM, online marketing and change management to help organisations create compelling experiences throughout the customer journey.
Co-Founder & Director Customer Success
Timo Mankartz, Co-Founder and Director Customer Success at dogado. Timo is a highly motivated and focused individual who thrives in a fast paced customer-centred environment. With more than 10 years of experience as a entrepreneur and customer service expert his goal is to deliver superior customer service that not only enthuses customers but also turns them into true fans.
Started my career at McDonald's and got the opportunity to build the brand locally and learn about the power of a great customer experience. After several senior management jobs in advertising, Retail and loyalty programs, in my role as Senior Consultant at TOTE-M I develop great opportunities in creating personal, memorable and enduring experiences for the customers of my clients.
Retail Service and International Business Experience Manager
KCB Bank Group Ltd
Diana is a Customer Experience Enthusiast, with over ten years banking experience. She has performed and directed a wide variety of customer experience initiatives in country and regionally in her organization. Her experience includes Branch Operations, Contact Centre, Mobile Banking and Sales Stimulation. She is also a certified Prince 2 Project Management Practitioner and has designed and implemented an Enterprise CRM system, Queue Management system and a Customer Experience Center for superior delivery of service through technology. She is a passionate Customer Experience trainer who is looking forward to making a significant contribution towards bridging the Experience Gap in the Experience Economy.
Director Customer Connection
It’s great to have turned my passion into a career.
As director Customer Connection, I fulfill several roles within Securex:
- Strategist: defining & implementing customer strategy;
- Architect of new customer focused processed & culture;
- Expert: collecting, building & sharing best practices;
- Coach: coaching management in order to obtain a higher level of customer satisfaction;
- Customer Analyst: set up of customer feedback program & analyzing customer data;
- Project Lead: managing strategic corporate projects corporate to enhance the customer connection;
- Advocate; being voice of the customer beyond Securex' boundaries
I’m also active as co-founder of the belgian ‘PVKO’ (Platform voor Klantgericht Ondernemen).
Geoffrey van Meer
Head of Data
Geoffrey van Meer
Geoffrey van Meer is responsible for Data Strategy at RTL Nederland. He leads the Data Intelligence team of data architects, data engineers and data scientists. Data Intelligence builds products that creates business value for RTL and exploring new data-driven innovations.
Before he joined RTL, he worked for ING Nederland and Rabobank International. He developed expertise on market research and predictive modelling. Geoffrey holds a PhD in Economic Psychology. He is interested in people’s thinking and behavior.
Head of Marketing and CX
Laura Tengerdi, CCXP is Head of Marketing and Customer Experience of Budapest Bank, former GE Capital. She has over 20 years of experience mainly in brand marketing, customer marketing and customer experience, managing global and local brands and background in B2B and B2C roles. She has a deep knowledge of a wide range of industrial sectors too. Her key qualities include a true enjoyment of developing strategies or the’Customer First’mindset she mastered during the many years she spent as a senior leader in Unilever CEE, in GE Capital and in Budapest Bank.
Lorna Makau - Cheruiyot
Senior Manager, Service Experience and Compliance
Lorna Makau - Cheruiyot
KCB Bank Group
Lorna is a customer experience enthusiast who is passionate in contagious exemplary customer experiences.
She is a Certified Customer Experience and Net Promoter Score Professional, with skills and competencies drawn from Sales and Customer Relationship Management acquired over the last ten years in the banking and Hospitality industries.
Lorna thrives in driving the voice of the customer, and understanding the why in Customer pain points with the aim of driving lasting and positive memorable solutions for customers.
Synergy Consulting Group
Mohsen has over 20 years of experience covering emerging markets, across strategy, planning, and execution roles. He has worked on the client side as head of strategy for a digital media company, as well as on the management consulting and industry research side. Mohsen’s industry expertise spans telecom, media, digital, financial services, public policy, and technology. He is an expert in corporate strategy, corporate performance management and the XPP and Balanced Scorecard Norton-Kaplan methodology, digital transformation, and customer experience, with multiple consulting projects completed and white papers authored on these themes. He is a certified Balanced scorecard practitioner, and a Certified Customer Experience Professional (CCXP).
People Engagement Officer
World Wide Technology
Marlan Hardie operates as the People Engagement Officer for global service providers at World Wide Technology. With 20 years in the customer care industry and a consulting background, Marlan has worked with many of the largest call centers in the telecom, cable, financial services, media and entertainment organizations. He evangelizes that “the brand of every great organization is how the customer perceives being treated”. Marlan lives in Dallas, Texas with his wife of 20 years and two children.
Horváth & Partner GmbH
Thorsten Lips is Partner at Horváth & Partners and responsible for the topic of Sales Performance Excellence across countries and industries. He advises companies on all aspects of performance optimization, control and digitisation of sales. After studying industrial engineering at the Technical University Ilmenau and Technical University Darmstadt, he has been working as a consultant for renowned consulting companies and customers of all industries worldwide for more than 18 years.
Dee Burrowes Transformational Life Coaching
Dee Burrowes is a woman of authenticity and greatness on a mission to support others to accomplish their own greatness. She empower and motivate others to live life on their terms by stop settling to discovering a life of happiness and abundance. With more than 15 years of corporate managerial roles, Dee is a Certified Life Coach, NLP Practitioner, Speaker, Teacher and Author that help clients globally to walk in purpose. Her belief and dedication allowed her massive success.