In recent decades, the focus on experience has grown. We want to experience and feel. When purchasing a product or service, the emotional charge is increasingly important. The attention of organizations to customer experience aligns with this. Organizations are aware that in a time when everything is essentially accessible to everyone, experience makes the difference. In my most recent keynote, the X of experience is central. In The X Factor, Nancy takes the audience through the changes we undergo as humans, the impact this has on organizations, and how Customer Experience (CX) contributes to attracting and retaining customers. Technology plays a crucial role here, with new algorithms and interfaces that must meet the needs of the demanding new customer. But The X Factor is not just about the customer. Their desired experience always starts with the employee. Employee Experience is the foundation of what touches the customer. It translates into engagement, which in turn contributes to customer experience and loyalty. Successful companies distinguish themselves by placing equal emphasis on this Employee Experience (EX). Aligning CX and EX requires a drastic cultural change. One where processes and procedures must be rethought from the ground up, and where leadership and organizational structure undergo a thorough makeover. In addition to the battle for the customer, the battle for the employee has also fully begun. Every customer-oriented organization will need to make the journey 'from CX to EX and back.'
This keynote inspires, confronts, and provides tools for leaders who not only want to keep up but also want to actively shape the future.
The Power of Artificial Intelligence is a keynote for anyone interested in new developments and wanting to learn more about AI and how it can make businesses more successful. The keynote provides foundational knowledge, inspires with vivid examples, and enriches with insights on how to get started with AI and ChatGPT.
Nothing is more important to us than our health, and it is precisely healthcare that has been completely redefined by technology. In the New Normal, our behavior as humans has changed enormously, partly due to the advent of the digital age. We have, as it were, developed new character traits that place different demands on companies in general, and healthcare in particular. The driving force behind the changes in this sector is no longer the doctor, but the patient. The patient who is increasingly taking control of their own health and treatment, aided by the available technology. Platforms, wearables, Big Data, and Artificial Intelligence also contribute to better diagnosis, medication, and monitoring. In our current, hyper-connected world, a new mindset within healthcare organizations is essential. One that places the patient at the center and redefines the strategy, with great agility as the top priority. A drastic cultural change is inevitable. In this keynote, current technological developments will be reviewed, and in addition to the necessity for a strategic course change, various practical matters that can be addressed as early as tomorrow will also be extensively discussed. With challenging visuals, short videos, and a lot of humor, this dynamic speech will appeal to everyone involved in healthcare in any way!
