Proud partner of Medallia – leader in customer feedback management platforms (Forrester Wave™ – Q4 2018)

ThoughtSpot, a leader in search & AI-driven analytics (Gartner Magic Quadrant for Analytics and BI Platforms – 2019)

SERVICES

CX Strategy
VOICE OF THE CUSTOMER
VOICE OF THE EMPLOYEE
CUSTOMER JOURNEY DESIGN
CX Strategy

Growing your business with a distinctive customer experience – in line with your business goals – requires a clear customer experience plan

Opportunities to drive growth

  • Have a clear vision on what you want to deliver to your customers
  • Align your CX strategy with your business goals
  • Connect the different CX initiatives in your organization
  • Understand and measure how CX delivers value to your business

What we deliver

  • Customer experience (CX) strategic plan
  • CX KPI framework aligning with business goals
  • Integrated CX improvement roadmap
  • CX business cases to determine economic value
VOICE OF THE CUSTOMER

We help you bridge the gap between customer expectations and your company’s delivery by continuously closing the loop with customers

Opportunities to drive customer loyalty

  • Understand what your customers are truly experiencing
  • Build feedback loops to improve customer interactions
  • Prioritize where to invest based on customer feedback
  • Let your customer know you hear and appreciate them

What we deliver

  • Design & implement your voice of the customer (VoC) program
  • Prioritize key customer improvement themes (NPS®)
  • Train employees to close the loop with customers
  • Select & implement customer feedback software at scale
VOICE OF THE EMPLOYEE

 Use the feedback of your employees to improve your customer experience and empower your organization

Opportunities driving employee engagement

  • Empower colleagues to structurally fix customer problems
  • Improve your CX by leveraging employee feedback
  • Drive innovation through front line idea generation
  • Reduce costs by automating improvement workflows

What we deliver

  • Design & implement your voice of the employee (VoE) program
  • Connect VoC & VoE to prioritize key customer improvements at scale
  • Train employees to close the loop with customers
  • Implement scalable transparent improvement workflows
CUSTOMER JOURNEY DESIGN

Design data driven customer experiences to deliver on your brand promise, every single day

Design opportunities driving growth

  • Let customers consistently experience what you promise
  • Leverage your data better to optimize your experience
  • Create consistent experiences by scaling CX design methods
  • Know how your service is experienced by customers

What we deliver

  • CX design principles for building consistent journeys
  • Customer journey design methods at scale in your organisation
  • Customer journey data approach to create a 360° customer view
  • Customer journey measuring & tracking solution to monitor and act upon key journeys

ABOUT US

Introduction
What sets us apart
Who we are
Partners
Introduction

 “A happy customer is the best business strategy of all” (M. LeBoeuf)

Customer Experience (CX) at scale

The Experience Professionals was founded in 2018, based on the firm belief that growing your business is done by creating and keeping happy customers and employees. For decades, companies which have had a strong customer focus were able to achieve sustainable growth.

The Experience Professionals work together with clients as one team to make a lasting impact and drive sustainable growth. Based on extensive practical experience, we support our clients from CX strategy to operationalization. We believe the future of CX will be data and technology driven, which provides an enormous opportunity to bring extraordinary CX to scale in organizations through the use of platform technology. Together with our technology partners, we help companies to achieve sustainable growth by respecting and taking their CX knowledge and scaling it.

This multiplies the impact of CX for companies and clients as never before.

What sets us apart
  • We win the heart of customers

  • We work together with your teams

  • We always deliver

  • We partner with the best

  • We build your CX capabilities

  • We make it an enjoyable experience

Who we are

Our team consists of seasoned CX practitioners, who have hands on experience in driving growth

Bart-Jan van Duijn-Versteden

Bart-Jan van Duijn-Versteden

founding partner

Experience

  • KLM, SNS, Bain & Company, ABN AMRO

Expertise

  • (CX) strategy development and CX design
  • Marketing / NPS / Customer loyalty

Education

  • Master of Science in Business Administration (MScBa)
  • Certified Customer Experience Professional (CCXP),  Agile and program management

Family/Passion

  • Married to Margaret
  • 5 children
  • Passion for running and travelling
Jeroen van Deurzen

Jeroen van Deurzen

founding partner

Experience

  • T.E.A.M. Marketing, SNS and ABN AMRO

Expertise

  • Customer service and operations
  • Digital Marketing / NPS / Customer loyalty

Education

  • Master of Science in Business Administration (MScBA)
  • Registered Digital Marketer (RDM), Certified Customer Experience Professionals (CCXPA), Agile and program management

Family/Passion

  • Married to Jessica
  • 3 children
  • Passion for football
Partners

 We partner with the best in the industry to achieve results and drive growth with our clients

Proud advisory partner of Medallia

The mission of Medallia is to create a world where companies are loved by customers and employees.

Over a thousand of the world’s leading brands trust Medallia Experience Cloud™, a software-as-a-service (SaaS) platform, to win through customer experience. Through the platform feedback is captured everywhere customers are, you can understand it in real-time, and deliver insights and action across the organization. This empowers organizations and their employees to embed the pulse of the customer into their daily decisions. Through Medallia Experience Cloud, companies can create more loyal customers, grow faster, reduce costs and improve corporate culture.

Proud certified partner of ThoughtSpot

ThoughtSpot’s search & AI-driven analytics platform puts the power of 1000 analysts into the hands of non-technical business people without requiring any special training. Business users can use ThoughtSpot’s simple search-driven analytics to answer questions they know to ask, while its AI-driven analytics engine, SpotIQ, automatically answers thousands of questions a user would care about but wouldn’t even know to ask.

CONTACT

Mobile
LinkedIn
Mail us
Location

Mobile
  • Jeroen van Deurzen: +316 48 26 46 31

  • Bart-Jan van Duijn-Versteden: +316 14 49 34 54

Mail us

The Experience Professionals

Maliestraat 9
3581SH Utrecht

KVK 72835567

Bart-Jan van Duijn-Versteden
bart-janvanduijn@experienceprofessionals.nl

Jeroen van Deurzen
jeroenvandeurzen@experienceprofessionals.nl

Mail us

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