Current Speakers

Comming Soon

It is my passion to create an environment in which using customer feedback is easy and fun.
I believe this will lead to added value for our customers, making banking more easy and fun. I like to come up with new ideas for innovative tools, & implement changes that lead to concrete successes and drive transformations. As the product owner of the Customer Insights Engine, I have created a platform for ABNAMRO that connects teams to insights, tools, frameworks & feedback in every process of the design thinking cycle.
I am an experienced Insights specialist with a passion to innovate and facilitate Customer Centric Growth using digital tools. Skilled in Customer Feedback methods and tools, Agile research, Customer Journey analysis & Design Thinking.

Roland Heeremans is a Customer Journey Expert and online Search Specialist at ING Netherlands where he uses his knowledge and imagination to improve Search Journeys and every other journey he can get his hands on.

Roland loves being a serial specialist. Before CX and online Search he specialized in online (sales) processes and online marketing. And as knowledge is worthless if you don’t share it, he also loves to help and share in the benefit of others.

So this led to his next step to become aCX trainer in 2016. He gave several trainings and workshops in the Netherlands as well abroadabout subjects like Customer Journey mapping, Service Blueprinting and the Customer Experience Improvement Cycle.

Sanne Kurtzmann is a customer experience professional with expertise in measuring customer satisfaction and loyalty. She has worked in three major Danish banks and specialized in the implementation, application and development of the Net Promoter Score concept. In Danske Bank, Sanne focuses on combining business analytics with traditional CSAT measurements, providing managers and advisers with a better understanding of customer behavior. The work supports Danske Bank’s strategic ambition of becoming no. 1 in customer experience by improving quality of interactions, preventing churn and increasing customer loyalty.

Coming soon

Ruben Overkemping serves as Global Black Belt Dynamics 365 – EMEA at Microsoft Corporation, driving success in digital transformations across the EMEA region with a special focus on the Financial Services industry.
Mr. Overkemping has over 13 years’ experience with Global CRM implementations in mostly Financial Service customers. Ruben previously served as a Customer Executive and Management Consultant for Avanade.
With his background in information technology and business administration and his range of experience from solution architect to programme manager Mr. Overkemping is known for providing unique insights into driving successful digital transformations.
Personally, Mr. Overkemping and his family reside in Groenlo, the Netherlands

Bart-Jan is founding partner of The Experience Professionals, a company which aims to accelerate growth by making customer experience scalable within large organizations. Not only by providing advice, but also guiding the transformation with proven CX experts. Prior to this, he co-led the ABN AMRO Retail data and CX department & before Bart-Jan was a management consultant at Bain & Company focusing on private equity, full potential strategies and NPS implementations across a variety of industries.

Monika Hrubá, PhD. is responsible for Customer Experience at Česká spořitelna, part of Erste Group. After graduating in Psychology and Mass Communications, Monika focused on analyzing customer behavior for different brands in public and commercial sectors, primarily from Telco and Finance. Presently she works as Customer Experience Area Lead in the largest Czech bank, Česká spořitelna and is directly responsible for designing the customer experience approach in the 10,000+ employee company with 4,7 mio customer base.