07 - 10 October, 2019
Beurs van Berlage, Amsterdam, Netherlands
Hanneke Blokland, CX Manager at PostNL

Hanneke Blokland


CX Manager
PostNL

Check out the incredible speaker line-up to see who will be joining Hanneke.

Download The Latest Agenda

Main Conference Day Two

Wednesday, October 9th, 2019


11:10 AM Case Study: CX across global cultures and in a complex B2B2C market

How do you build an effective CX approach with a team that is spread very thinly across the world, when your direct customer is not the final end consumer and when complex systems are involved? That is the challenge facing the newly formed Customer Experience Team of PostNL’s Cross Border Solutions business unit. Mark will share the approach and challenges:
• What really is the challenge in a B2B2C global market?
• Where do you start and how do you convince your internal stakeholders that CX is a worthy investment?
• How do you then approach this challenge across geographies, markets and cultures