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Erik Vercouteren

EVP Customer Experience
KPN

As EVP Customer Experience at KPN, Erik is responsible for KPN's activities to create an 'un-telco-like' Customer Experience for all customers and make KPN rank as 'best service provider' in The Netherlands. He also steers KPN's ambitious plans to further increase customer loyalty and satisfaction, showed by a steep Y-o-Y growth in NPS scores. Activities include: developing the company's CX Strategy, bringing in the Voice of the Customer (and translating that into actionable insights for business and operations), (re)designing Customer Journeys, acceleration of the Digital Transformation program and leading the company-wide culture transformation on customer centric behavior, working climate and leadership.
Erik is working with a small but highly committed team of CX specialists; serving both commercial (CCO) and operational (COO) units as well as the central staff (CFO); reporting directly to the Board.