Speaker.

My wife thinks I love to hear myself talk. I tend to think others do as well.

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92

Average speaker rating.

Based on the last 25 sessions.

Some happy clients

What I like to talk about.

Since 2010, I have been trying to change companies to be less about ads and more about acts. Two experiences have been pivotal in my thinking – KLM’s surprise campaign that tought me that marketing campaigns are one thing, but that the difference is made in the things you do for your customers every day. And secondly, a near-death experience in 2015 that had me appreciate memorable moments even more.

Over the years that meant I have an great interest in everything technology but above all, how customers and colleagues experience brands and organisations. How can we make people happy? How can we turn one-time-customers into returning advocates? How do colleagues experience their time at the office? How can we improve that?

Acts, not ads.

Brands – like real people – are defined by what they do, not by what they say.

Give a sh*t.

Many customers feel that brands just don’t care about them.┬áIt often even feels that try hard to chase their customers away. Why is that? How does that work? And how can we fight it?

The future of customer service

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Customers are just like real people.

Instead of treating people like … people, the irrational, complex creatures we are, brands often treat people like customers, profiles and personas that can be tracking in funnel and dashboards. Let’s change that.

Building a culture that works.

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Crafting memorable experiences.

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‘The Wave’

3, 2, 1 …

When I was getting ready for another conference abroad, I had to promise my -then toddler- daughter Ella to bring her back ‘The Wave’, something she had spotted on YouTube. Ever since, it has been part of my presentations.

More on 'The Wave'Previous waves