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What customer experience would you share?

First off, I’d like to say that I love talking about customer experience and customer centric values! It’s not just what my career has evolved into, it’s a genuine passion and I pretty much see it as my professional purpose. I’m continuously looking for new approaches to learn, discuss or share the impact and value […]


We need to have real conversations!

Holiday Reflections: The Shift in Business Dynamics During the holidays I was offline most of the time. I took a break, reflected on what had been and made mental notes of things that I think to have observed. Many in my network were largely offline during the first week of the year, yet I did […]


Sorry seems to be the hardest word

We drive a Volvo family car, since a car of this brand once saved my life in a car accident. Last May, my wife had a meetup with her best friends. On friday night she picked up 2 other friends from our neighbourhood and they drove to the city of Leiden, usually half an hour […]


What is organizational learning and how can your organization benefit from it?

The ultimate goal pursued by any organization is growth. But turning a small business into a big one is never easy. Through organizational learning, organizations can develop a growth culture that works in the long run. This approach focuses on constant improvement and capability building to favor a business’s efficiency and profitability. In this article, […]


Improving employee engagement in a work from home environment – A case study from Roche

Agile working and employee engagement have become heavily mentioned themes during the 2020 pandemic. Employers were struck with an important question: ‘How do we inspire and improve employee engagement online?’.  An abundance of research has been conducted on the importance of employee engagement. Engaged employees create a work environment that nurtures innovation, learning, and collaboration. […]


How to deliver an Agile Customer Experience (Agile CX)?

Agile refers to an organization’s ability to create and respond to change. In today’s highly competitive markets, it can be difficult for organizations to keep a focus on the most important aspect of their business: the customer experience. Improving your customer experience (cx) should, without a doubt, be the number one priority for your organization […]


Why and how to improve employee engagement?

To what extent do your employees feel passionate about their jobs, and how committed are they to the organization? That is the vital question companies are asking themselves today. Employee engagement is of great importance to any business. Engaged employees are hard-working, innovative and the driving force of your business. Therefore, employee engagement cannot be […]

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The importance of the customer experience (CX) in business

Delivering a positive customer experience is one of the key aspects of building a successful business, regardless of the industry your company is in. Hence, creating a customer-focused strategy is an important step for all businesses. What is the customer experience? The customer experience is also referred to as CX. It is the perception customers […]

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