Customer Experience session

12-4-2022 from 16:30 to 18:00 CET

How to continuously improve your Customer Experience.

During this session DHL presents a use case on how they keep up with customers by continuous improvement. Alida explains how to break down a CX strategy.

Would you like to know where to begin to get a higher customer satisfaction? Are you trying to understand customer behavior and expectations after COVID-19? Do you want to find out exactly where ‘the moment of truth’ lies within your processes? Do you want to learn how to motivate your employees to create an unbelievable customer experience?

We will discuss all of these topics during our hybrid session about Customer Experience on April 12th from 16:30 to 18:00 CET. You can participate online, or in real life!

Knowledge exchange will be at the center, without commercial pitfalls. We just want to make learning possible.

Make sure to be part of our knowledge sharing event by registering below.
This is a free event. You will receive more details about the physical or virtual event by email after we received your registration.


This is is HYBRID event. We’d really love to welcome you in person but online participation is also possible.

  • Physical meeting address: Cursus- en Vergadercentrum Domstad, Koningsbergerstraat 9, 3531 AJ Utrecht
  • Online (meeting link will be sent by email after receiving your registration)



16:00 – 16:30

CX, what is it and where are we standing right now?

Session by Arthur Wendel, Expert Customer Service & Agile coach at Möbius

CX is a hot topic, but we often forget to check what other people think about it. Do we all think about this topic in the same way? During this session, Arthur will introduce a modelled approach in order to provide a fresh take on CX while giving an overview of the latest developments.

Arthur Wendel

Arthur Wendel is Expert Customer Service & Agile coach at Möbius. His focus lies on Customer Experience development and the design of Operating Models. He started his career as an IT consultant and was a partner at consultancy firms in eCommerce and Operational Excellence before joining Möbius, where he prefers working on change projects together with the customer. His expertise is a combination of organizational design, business process management and change management. Arthur’s ambition is to ensure the implementation of real change in customer experience!

16:30 – 17:15

CX, Keeping up with the clicks

Session by Karin Captain, Sector Director Retail, Fashion & Lifestyle DHL

In a fast-changing retail landscape, shops need to be connected with their customers on multiple sales and service levels (shop / website / platform). Therefore, they need dynamic distribution solutions. Operational excellence is key, followed by excellent customer service.

Karin lets you learn how DHL innovates with their customers to provide excellent CX to the end consumers. How to find the zeros and the heroes! Trying to find benefits in extreme growth and a fast-changing economic environment.

Karin Captain

Karin Captain is Sector Director Retail, Fashion & Lifestyle at DHL. She started in Customer Service and pursued her career as International Strategic Account Manager and Area Sales manager at DHL Express. In 2015, she moved from DHL Express Worldwide to DHL Parcel Benelux, a startup in distribution of B2B, B2C and C2C parcels with a strong focus on eCommerce. Her expertise lies within the domains of people management, building continuous improvement programs and coaching organizations in the transition to Sales, Operations and Customer Service.

17:15 – 18:00

Aligning your CX roadmap to business strategy & functional priorities

Session by Ashutosh Karandikar, Head of CX Services, Alida

In today’s highly competitive market, brands are incrementally recognizing CX transformation as a must-have for building a differentiated competitive edge for your company. However, most brands struggle to drive ROIs from their CX Investments. This is because either the functional leaders aren’t aligned to the CX goals, or the use-case mapping & prioritization is not clear, or the program isn’t contextualized to their industry/ geography/ culture/ process/ people landscape. This session would help you get a clear step-by-step approach to address all these constraints and get a clear CX Value Realization Roadmap for your organization.

Ashutosh Karandikar is Senior Director, CX Consulting & Services at Alida. He has been helping global brands transform their customer experience, and thereby help scale up their customer acquisitions, retention, up/ cross sells and referrals. His unique 360 degree experience across Sales/ Marketing leadership, Customer Success, Brand/ Product Management & Digital Transformation helps him be holistic in his approach to CX Transformation.

Register now for this event!