As a Partner and Founder at Futurelab, I help clients identify and act on new profit opportunities for their business through customer strategy, customer journey management and innovation, customer experience management (CEM), and Net Promoter Score (NPS) implementations. I have over 20 years of experience in this field, working with both B2B and B2C companies across various industries, such as Volkswagen, Lexus, Toyota, Vodafone, ING, Heineken, Philips, and many others.
My mission is to create a great customer experience and differentiate the business of my clients, making their customers more loyal, happier, and more likely to recommend them. As a certified NPS practitioner and a member of the Customer Institute’s Global CX Community, I have a deep understanding of how to measure and improve customer loyalty and advocacy. I also share my insights and ideas through publications, speaking engagements, and advisory services, where I cover topics such as customer centricity, marketing innovation, social media, and business model innovation.
