Jan-Willem Sanders is an independent conversion strategy manager within the media industry and has been involved in several ground-breaking projects, including the introduction of the first online pay wall on a Dutch news website: Het Financieele Dagblad. He has over a decade of experience in data collection and monetization and during a workshop case session will use his expertise to demonstrate how user data is enhancing user experience in the near future.
Digital Publishing Strategist
Shaun Smith is widely regarded as one of the top business speakers and experts on customer experience and brand leadership. Over the last few years, he has been a key catalyst in expanding management focus from the tactical issues of customer service to the much wider and strategic issue of customer experience. He has developed some of the latest thinking and practice around this subject, focusing in particular on how organisations can achieve brand differentiation and long-term customer loyalty through the customer experience.
Kees Kerkvliet is an experienced CEX consultant and educator with deep insights into the Dutch markets. Customer expectations are high and choices are typically based on positive interactions with a brand in the past. So it all comes down on the memory a customer has about experiences. But how does this actually works? What can we learn of the insides of neuropsychology in this matter?