Dialog Group logo | Dialog Group
20 November 2019

Hotel Princeville
Princenhagelaan 5
4813 DA Breda

Reception 09:00-10.00 hours
Closure ± 18.30 hours
(including lunch & drinks)


09:00-10:00 hours

Welcome with coffee & tea at the innovation square

10:00-10:10 hours

Opening of the day

10:10-10:40 hours

Key track for success and the three trends

Caspar Fraiture

Caspar Fraiture

Managing Consultant | Bvolve

Digitalisation fundamentally changes the world, we can no longer ignore it. Not only digitizing, also humanizing! How you can successfully transform the customer experience into all customer channels with your organization.

10:40-11:00 hours

The Future of Customer Interaction

Patrick Roelandt

Patrick Roelandt

Managing Director | Dialog Groep

Customers’ expectations are rapidly changing in a digital world. How do you ensure that the customer interaction between your organization and your customers can take place quickly, easily and especially much through self-service? At times when ‘ the customer ‘ needs it.
Patrick talks about our vision of the future of customer interaction and how our customers are distinctive and remain in the market.

11:00-11:20 hours

Break at the innovation space

11:20-11:40 hours

Innovation with the human size

Peter Eikelboom

Peter Eikelboom

Innovation Manager | The Volksbank

How the Volksbank innovates with the human size and contributes to social issues. An example of this is Meegeven.nl, a digital vault with your personal relatives plan.

11:45-12:15 hours

Digital but personal

Nanda Nottelman & Robbert Hoekstra

Nanda Nottelman & Robbert Hoekstra

Productmarktmanagers | VIVAT

About the structural deployment of interactive, personalised video. How VIVAT deploys video around the expiring annuity policy.

12:15-13:15 hours

Lunch at the innovation square

13:15-13:55 hours

Breakout Session 1 (choice of 3 subjects)

14:00-14:40 hours

Breakout Session 2 (choice of 3 subjects)

14:40-15:00 Hours

Break at the innovation square

15:00-15:40 hours

Breakout Session 3 (choice of 3 subjects)

15:45-16:30 hours

Breakout Session 4 (choice of 3 subjects)

16:35-17:00 hours

Panel discussion with experts on customer experience, customer focus & customer interaction

Peter Eikelboom

Caspar Fraiture

Sydney Brouwer

Nicole van den Heuvel

17:00-17:30 hours

Keynote “The Customer of the Future”

Sydney Brouwer

Sydney Brouwer

Spreker & Auteur

Sydney Brouwer is a frequently asked speaker about customer focus and author of the book ‘ Customer-oriented leadership ‘. He has researched companies that excel in the field of customer orientation and to their leaders. What do these companies do differently so that they have more enthusiastic customers and employees than their competitors? What can you learn from these companies in creating a legendary customer experience? Sydney lets you experience what is real customer focus and, more importantly, what that demands from an organization and its management.

17:30 – 18:30

Drinks and interaction at the innovation square

The Future of Customer Interaction is made possible by

Join The Conversation