Erik Vercouteren is Executive Vice President Customer Experience at KPN, Royal Dutch Telecom in The Netherlands. Erik is responsible for realizing KPN’s ambitions in strongly improving customers’ appreciation for KPN and making the company rank among the top service providers of The Netherlands. Together with his CX team he collects customers’ feedback and translates this into actionable insights, (re)designs customer journeys and runs the company-wide transformation program to increase customer-centricity at KPN. Previously, Erik held different management positions within KPN; as an Operations Manager he was responsible for KPN’s Mobile Network, as a Program Manager he introduced 4G in The Netherlands, and he was overall responsible for KPN’s Products and Processes in the Consumer Market division. Erik is married, has a fantastic 11 year old daughter (a great field hockey goal keeper) and lives in Amsterdam.