Project and program management for service based projects and programs.
Resulting in substantial improvement of customer and enployee satisfaction with sitmultaneously reduction of Operational Expenditures and headcount (two-digits)
Promote service design related events and publications through various media.
Published and presented – nationally and internationally – about service design and service management.
Former board member (treasurer) Association Contactcenters Netherlands, Former member professional field committee and expert group post HBO education (profit).
Worked in changing organizations at the interface of customers, employees and technology.
Successfully led complex and large-scale change processes at ABP, MEGA Limburg, Essent Retail, health insurer VGZ-IZZ and Unive-VGZ-IZA-Trias, among others.
This blog is the successor of earlier blogging endeavours, starting from scratch early 2018.