At Voys I am Lead Customer Experience. I help shape innovative approaches to customer contact, so that operations not only run efficiently but also align with the Voys mission: redefining how organisations engage with their audiences in a digital-first world.
In recent years I have advised leading brands — including Philips, adidas, Arla, McDonald's, KLM and Schiphol — on improving customer experience and reinventing customer service. Along the way I helped organisations break down operational silos, optimise customer journeys and put advanced technology to work where it makes a difference.
Where it started
My first encounter with customer experience was a summer job at Euro Disney, back in 1992. There I saw up close how an organisation designs the entire visitor experience down to the smallest detail — from the first impression to the moment of departure. That insight has stayed with me, and I have worked in this field ever since: designing experiences where technology and human attention come together.
Speaking & sharing
In digital and social customer engagement my name has become a familiar one. Since 2003 I have shared what I know at conferences such as the Social Service Congres and the Social Media World Forum London, and at academic institutions. My talks come back to the same themes: understanding customer needs, cross-functional collaboration and the service potential of digital tools.
International & hands-on
My work has also taken me abroad, to Singapore and Jakarta among other places, where I helped set up customer service operations. Whether I'm working on solutions for global companies, umpiring hockey matches at national level, or sharing insight on operational excellence, it always comes back to the same thing: connecting people, making an impact, and helping shape the future of customer contact.
Whether I'm working on solutions for global companies or umpiring a match on a Saturday morning — it comes down to the same thing: connecting people.