Manager Data Analytics | Data
Nieske Van Woerden
Product Owner Customer Insights Engine
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.
CRM- Head of Data Analytics | Head of Data Science
Moneta Money Bank.
Petr has more than 15 years of experience in analytics with the focus on customer analytics and financial services industry.Petr worked for three major banks and one insurance company in the Czech Republic on expert, team leader and B-2 manager positions in data science, direct marketing, CRM and customer insight (Moneta Money Bank, Česká spořitelna and ČSOB banks and Allianz insurance company). He has consulting experience from the strategic marketing area. He has a deep knowledge of direct marketing methodology, automation and optimization.
Customer Journey Expert and online Search Specialist
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.
Customer Insights Analyst
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.
Jeroen van Deurzen
The Experience Professionals
Alain Glickman Porush
Interim Director Customer Development and Analysis
Global Black Belt Customer Engagement FSI – EMEA
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
CRM & Dialogmarketing
Fidor Bank AG
Antonis Gkekas is a Marketing professional with extensive experience within the e-commerce industry and a large presence in the Berlin startup scene. His excellent knowledge of web technologies and strong marketing acumen facilitate business’ brand presence and increase website and mobile traffic that contribute to overall profitability.
His strong communication skills enable robust cross-functional teams to set and delve business goals and excel in “the customer experience”. At present, he has had the privilege of working for Fortune 500 companies and other top brands in the US and Europe. He has won various business awards while developing his own entrepreneurial venture in e-commerce. Since 2018, he’s employed as a Global CRM Manager with Fidor Bank AG, one of the world’s most innovative banks and FinTech pioneer, part of the second largest banking group in France, Groupe BPCE.
Bart-Jan van Duijn
Founder & Partner
The Experience Professionals
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.
Customer Experience Area Lead
Česká spořitelna, a.s.
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.