LIVE: Reaching Customer Centricity through a CX Insights Framework


Visser and Van Baars is proud to announce the first edition of the Customer Journey Series where we will discuss return on experience: a CX insights framework for a data-driven customer impact.

Erica Kroese-Ham, Head of Customer Experience Consultants at ABN AMRO, faced the challenge of providing the agile teams with customer insights and supporting them with data-driven CS insights on a continuous basis to further increase NPS and decrease churn. During our live conference, Erica and Theo van der Steen, Founder and Director of Underlined, will present how the Underlined team and ABN AMRO have worked together to establish a CX insights framework within Retail Banking, bringing together all data and insight sources. They will also discuss how to use value monitoring around customer experience, visualized in dashboarding as input for the continuous performance dialogue.

Erica Kroese-Ham – Head of Customer Experience Consultants – ABN AMRO Bank
Erica has worked in the banking sector for over 20 years, mostly at the interface of research, data and unlocking insights for agile teams. She now focuses on a next-level concept development and implementation of a Customer Insights framework for data-driven management on customer journeys and NPS.

Theo van der Steen – Director and Founder – Underlined
Theo is the founder of Underlined in which he and his team help CX and data professionals to improve impact in the customer experience. He has received multiple nominations for his work in CRM and CX, such as Insights Professional of the Year (2017).

Theo and Erica are happy to answer all the questions you may have in the Q&A.

When: Tuesday 19 May
Time: 17:00 - 18:00 CET 
Where: Livestreamed through Zoom or YouTube Live
How: Registration is mandatory by clicking on the below button:

Claim your seat now!