We aim for a distinctive customer experience for our customers, who trust us to deliver on their behalf everyday across the Benelux. It helps us to realise our ambition of being the favourite deliverer, and our purpose to deliver special moments to everyone.
CEO
PostNL
Herna Verhagen
Love for our customers is about the right exchange of values to meet their needs; engagement to build two-way communications; and experience that exceeds their expectations. Continuously asking “will this delight our customers?”, is how AIA aligns our purpose to help customers live Healthier, Longer, Better Lives.
Chief Customer, Strategy and Transformation Officer
AIA Hong Kong & Macau
Bonnie
Tse
At Chime, we have a specific goal of becoming the most loved brand in financial services. This requires not only that we obsess over NPS but that we build a deeper emotional connection with our members through a truly aligned business model and that we always have their back.
Chief Operating Officer
Chime
Mark Troughton
At Uber we strive to “build with heart” and bring love and empathy to the way we show up in the world. One way we do that is by inviting users into the design process, as we do with Uber Crew where we collaborate with drivers to solve problems that make their experience with Uber better.
Chief Marketing Officer
Uber
Thomas Ranese
Pure understands that simplicity is better for customers. Customer feedback directly impacts our portfolio design, focused on ease of use and higher performance, while using less energy and producing less waste. We #leadwithlove because our customers and the planet they live on both deserve to thrive.
Chief Customer
Experience Officer
Pure Storage
Joe
Pinto
For me, it means putting the customer in the center of every decision, always putting yourself in their shoes and anticipate how you can enrich their lives or help grow their businesses. Give a big voice to your frontline people and relentlessly build a customer-centric culture in your company.
Member of the
Board of Management
Deutsche Telekom AG for Europe
Dominique Leroy
The fierce love that our consumers have for PlayStation fuels everything we do. It drives us to push boundaries and motivates us to continuously challenge ourselves to delight our audience. We don’t take their love for granted; they are the reason why we continue to push innovation in entertainment.
Senior Vice President & Head of Worldwide Marketing
PlayStation
Eric
Lempel
One of our values at Vertiv is “being tireless in exceeding customer expectations.” Nothing makes me prouder than our teams’ ingenuity and determination to honor customer commitments amid recent supply chain issues. Most customers have no idea the heroics it required. To me, that is leading with love.
CEO
Vertiv
Rob
Johnson
Citizens leads with love by ensuring every colleague has a daily emotional connection with our customers. Whether it’s our front-line teams or the head of Wealth Management, they have access to direct customer feedback. We then use that input to best support our customers’ evolving needs and
create frictionless experiences.
Chief Experience Officer
Citizens
Beth
Johnson
At Chase, we work hard to show our customers love by creating beautiful experiences that help people make the most of their money. We empower our teams, hold ourselves accountable to customer experience metrics, and celebrate our customers’ success.
Chief Design Officer
Chase
Kaaren Hanson
True customer love, or leading an organization to focus on the customer, takes time to develop, but once it is part of the organizational culture, it provides the strongest and most sustainable competitive advantage. It is also core to
un-leashing your own team’s energy to
deliver. Do it.
Managing Director
Omers Infrastructure
Timm Degenhardt
At State Farm, leading with love means being a Good Neighbor to the customers we serve and the communities we support through a passionate group of associates who live our mission to help people today and for the
Next 100 years.
Senior Vice President Agency and Marketing
State Farm
Kristyn
Cook
At Monzo, our mission is to make money work for everyone. Co-creating products with our customers is in our DNA and a key driver of our unrivalled NPS. We’ve built a bank that customers love and are passionate about and created game-changing products that have changed their financial lives.
Chief Operations Officer
Monzo Bank
Sujata
Bhatia
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Monzo
Bank
Sujata Bhatia
Ministry of Culture – KSA
Hatim Bawazir
Our customers vote with their wallets, so we must understand not just what customers do but why they do what they do. Our results are the outcomes of their choices. We lead with love by understanding the total customer experience, to make the right investments that produce strong financial results.
Chief Revenue Officer
Ancestry
Mike
Linton
Monzo Bank
Citizens leads with love by ensuring every colleague has a daily emotional connection with our customers. Whether it’s our frontline teams or the head of Wealth Management, they have access to direct customer feedback. We then use that input to best support our customers’ evolving needs and create frictionless experiences.
Chief Experience Officer
Citizens
Beth
Johnson
Best Buy, eBay
and Farmers
Mike Linton
Best Buy, eBay and Farmers
Mike Linton
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Best Buy, eBay
and Farmers
Mike Linton
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Monzo
Bank
Sujata Bhatia
Ministry of Culture – KSA
Hatim Bawazir
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Best Buy, eBay
and Farmers
Mike Linton
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Monzo
Bank
Sujata Bhatia
Ministry of Culture – KSA
Hatim Bawazir
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Best Buy, eBay
and Farmers
Mike Linton
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Monzo
Bank
Sujata Bhatia
Ministry of Culture – KSA
Hatim Bawazir
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Best Buy, eBay
and Farmers
Mike Linton
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Monzo
Bank
Sujata Bhatia
Ministry of Culture – KSA
Hatim Bawazir
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Best Buy, eBay
and Farmers
Mike Linton
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Monzo
Bank
Sujata Bhatia
Ministry of Culture – KSA
Hatim Bawazir
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Best Buy, eBay
and Farmers
Mike Linton
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Monzo
Bank
Sujata Bhatia
Ministry of Culture – KSA
Hatim Bawazir
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Best Buy, eBay
and Farmers
Mike Linton
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Monzo
Bank
Sujata Bhatia
Ministry of Culture – KSA
Hatim Bawazir
We aim for a distinctive customer experience for our customers, who trust us to deliver on their behalf everyday across the Benelux. It helps us to realise our ambition of being the favourite deliverer, and our purpose to deliver special moments to everyone.
CEO
PostNL
Herna Verhagen
Love for our customers is about the right exchange of values to meet their needs; engagement to build two-way communications; and experience that exceeds their expectations. Continuously asking “will this delight our customers?”, is how AIA aligns our purpose to help customers live Healthier, Longer, Better Lives.
Chief Customer, Strategy and Transformation Officer
AIA Hong Kong & Macau
Bonnie
Tse
At Chime, we have a specific goal of becoming the most loved brand in financial services. This requires not only that we obsess over NPS but that we build a deeper emotional connection with our members through a truly aligned business model and that we always have
their back.
Chief Operating Officer
Chime
Mark Troughton
Pure understands that simplicity is better for customers. Customer feedback directly impacts our portfolio design, focused on ease of use and higher performance, while using less energy and producing less waste. We #leadwithlove because our customers and the planet they live on both deserve to thrive.
Chief Customer
Experience Officer
Pure Storage
Joe
Pinto
For me, it means putting the customer in the center of every decision, always putting yourself in their shoes and anticipate how you can enrich their lives or help grow their businesses. Give a big voice to your frontline people and relentlessly build a customer-centric culture in your company.
Member of the
Board of Management
Deutsche Telekom AG for Europe
Dominique Leroy
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Best Buy, eBay
and Farmers
Mike Linton
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Monzo
Bank
Sujata Bhatia
Ministry of Culture – KSA
Hatim Bawazir
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Best Buy, eBay
and Farmers
Mike Linton
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Monzo
Bank
Sujata Bhatia
Ministry of Culture – KSA
Hatim Bawazir
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Best Buy, eBay
and Farmers
Mike Linton
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Monzo
Bank
Sujata Bhatia
Ministry of Culture – KSA
Hatim Bawazir
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Best Buy, eBay
and Farmers
Mike Linton
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Monzo
Bank
Sujata Bhatia
Ministry of Culture – KSA
Hatim Bawazir
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Best Buy, eBay
and Farmers
Mike Linton
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Monzo
Bank
Sujata Bhatia
Ministry of Culture – KSA
Hatim Bawazir
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Best Buy, eBay
and Farmers
Mike Linton
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Monzo
Bank
Sujata Bhatia
Ministry of Culture – KSA
Hatim Bawazir
Our customers vote with their wallets, so we must understand not just what customers do but why they do what they do. Our results are the outcomes of their choices. We lead with love by understanding the total customer experience, to make the right investments that produce strong financial results.
Former CMO
Best Buy, eBay and Farmers
Mike
Linton
Leading with love is difficult, and so often the highest order of strategy organizations attempt to pursue. To achieve it, your purpose must be intentionally good, and you must shift focus from “customer centricity” to “customer friendship.” Only through friendship will true customer love be established.
Head of Visitor Experience, Event & Festival Sector
Ministry of Culture – KSA
Hatim Bawazir
At Uber we strive to “build with heart” and bring love and empathy to the way we show up in the world. One way we do that is by inviting users into the design process, as we do with Uber Crew where we collaborate with drivers to solve problems that make their experience with Uber better.
Chief Marketing Officer
Uber
Thomas Ranese
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Best Buy, eBay
and Farmers
Mike Linton
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Monzo
Bank
Sujata Bhatia
Ministry of Culture – KSA
Hatim Bawazir
For me, it means putting the customer in the center of every decision, always putting yourself in their shoes and anticipate how you can enrich their lives or help grow their businesses. Give a big voice to your frontline people and relentlessly build a customer-centric culture in your company.
Member of the
Board of Management
Deutsche Telekom AG for Europe
Dominique Leroy
Best Buy, eBay and Farmers
Mike Linton
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Sujata Bhatia
Monzo Bank
Ministry of Culture – KSA
Hatim Bawazir
Best Buy, eBay and Farmers
Mike Linton
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Sujata Bhatia
Monzo Bank
Ministry of Culture – KSA
Hatim Bawazir
Best Buy, eBay and Farmers
Mike Linton
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Sujata Bhatia
Monzo Bank
Ministry of Culture – KSA
Hatim Bawazir
Best Buy, eBay and Farmers
Mike Linton
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Sujata Bhatia
Monzo Bank
Ministry of Culture – KSA
Hatim Bawazir
Best Buy, eBay and Farmers
Mike Linton
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Sujata Bhatia
Monzo Bank
Ministry of Culture – KSA
Hatim Bawazir
Best Buy, eBay and Farmers
Mike Linton
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Sujata Bhatia
Monzo Bank
Ministry of Culture – KSA
Hatim Bawazir
Best Buy, eBay and Farmers
Mike Linton
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Sujata Bhatia
Monzo Bank
Ministry of Culture – KSA
Hatim Bawazir
Best Buy, eBay and Farmers
Mike Linton
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Sujata Bhatia
Monzo Bank
Ministry of Culture – KSA
Hatim Bawazir
Best Buy, eBay and Farmers
Mike Linton
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Sujata Bhatia
Monzo Bank
Ministry of Culture – KSA
Hatim Bawazir
Best Buy, eBay and Farmers
Mike Linton
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Sujata Bhatia
Monzo Bank
Ministry of Culture – KSA
Hatim Bawazir
Best Buy, eBay and Farmers
Mike Linton
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Sujata Bhatia
Monzo Bank
Ministry of Culture – KSA
Hatim Bawazir
Best Buy, eBay and Farmers
Mike Linton
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Sujata Bhatia
Monzo Bank
Ministry of Culture – KSA
Hatim Bawazir
Best Buy, eBay and Farmers
Mike Linton
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Sujata Bhatia
Monzo Bank
Ministry of Culture – KSA
Hatim Bawazir
Best Buy, eBay and Farmers
Mike Linton
PostNL
Herna Verhagen
AIA Hong Kong & Macau
Bonnie Tse
Chime
Mark Troughton
Uber
Thomas Ranese
Pure Storage
Joe Pinto
Deutsche Telekom AG for Europe
Dominique Leroy
PlayStation
Eric Lempel
Vertiv
Rob Johnson
Citizens
Beth Johnson
Chase
Kaaren Hanson
Omers Infrastructure
Timm Degenhardt
State Farm
Kristyn Cook
Sujata Bhatia
Monzo Bank
Ministry of Culture – KSA
Hatim Bawazir