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
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
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
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
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
Afternoon program
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
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
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