Dave Carroll is an award winning singer-songwriter, social media innovator, author, speaker and consumer advocate from Halifax, Canada. With twenty years experience in the music business, when faced with a difficult customer service issue with United Airlines in 2009, Dave used his ability as a master storyteller to share his issue with the world. The resulting YouTube music video called “United Breaks Guitars” became an instant viral hit and today over 150 million people have been introduced to his story.
Frans Hiddema’s main focus is to reduce the fear of the hospitals’ patients. ‘Scared patients run a higher risk of some¬thing going wrong.” The less afraid, the more satisfied people are. This is an evidence-based result. The Rotterdam Oogziekenhuis (Eye Hospital) has 9.2 score on a scale from 1-10 for customer confidence. Safety and fear reduction is something we strongly believe in.’ For a safe treatment, why not empower the patient? Frans Hiddema has been CEO of the Rotterdam Oogziekenhuis (Eye Hospital) since 1990. Previously he worked as a doctor in Ghana and Cameroon.
Qaalfa’s has 20+years of expertise in the customer experience space and has held senior consumer insight and strategic consulting roles with Fulcrum Analytics, Schering-Plough Pharmaceuticals and Citibank. Earlier, Qaalfa worked for the City of New York, where he oversaw medical, physical and psychological occupational health standards. Qaalfa is a customer centric transformation specialist whose clients have included FedEx, American Express, Aviva, Merck, Roche, Pfizer, Baloise, Ikea, Barclaycard, Lloyds TSB, Standard Chartered, T-Mobile, and Virgin among others.
Chief Operating and Consulting Officer
Daniel is a respected industry leader in mystery shopping and market research. Building on his impressive experience in luxury hospitality, he is changing the rules of engagement. For marketers and operational leaders, truly understanding your customer is what drives success. But for too long, this has been an inexact science, reliant on after-the-fact analysis, qualitative conversations and intuition of the marketer. Every day consumers are taking actions that can be observed, analyzed and acted on. They are telling marketers what they want. The truth is out there and it’s in the data—and to leverage it you just need the right focus.
Vice President European Division
Saskia has brought customer experience to farming. FarmCamps is an innovative new agri-tourism concept that directly benefits local farmers in the Netherlands while providing families a high-quality, fun and educational short holiday break. Building on her tourism and entertainment background, she has applied all her experience to making FarmCamps a truly memorable holiday destination. She will share not only the consumer concept, but how they make it all happen behind the scenes as well.
Auke Douwe serves on the eBusiness & Channel Strategy research team, and will bring us some of the latest thinking globally on customer experience excellence. Before Auke joined Forester, he worked for more than 20 years in the retail financial services industry in the areas of insurance, investments, banking, and payments. He has extensive senior-level experience in business development, general management, and eBusiness and channel strategy, either as a managing director and CEO or reporting directly to the managing director at a range of financial services companies in the US, Mexico, and continental Europe.
Within Nuon the Online Capability team is using CEM as a way of thinking to optimize service to customers. That did not require a Customer Experience Manager. Just a simple pragmatic vision on CEM that has led to good results. Do you want the short version of the CEM Vision and spend a lot of time on the implementation tips? Aspects covered during this workshop case are the way of working, taking decisions, new expectations of our employees, pitfalls we ran into, etc. Giving pragmatic insights that can be applied today in your own line of business.
Manager Online Capability
Marieke Snoep is an experienced tactical and strategic manager in the fields of operations management, program and project management. She has gained her experience in both consultancy organizations and business management roles, and will engage you about the customer experience work happening within T-Mobile.
Director of Customer Operations
Nicolette is passionate about customers. She assists companies worldwide with strategy development and execution, transformational change management, customer strategies, and leadership. As author of the #1 book on Customer Advocacy, Nicolette is widely recognized as thought leader and inspiring speaker on customer-driven transformation and innovation. She shares her personal story about her unwavering belief that focusing on customers yields positive business results, leadership and beating the competition.
Chief Customer Officer
Customer Management Services
Mariëlle is an enthusiastic coach and manager with passion for customers. She is a true change manager and embraces challenges to achieve success. Marielle reaches her goals by connecting the right people and by coaching them into the right direction. Taking the appropriate decisions is part of this and a necessity to keep the progress going. She will share the customer experience journey underway at Energiedirect.nl.
Manager Customer Services