Boost your business with insights from industry experts.

We offer exclusive 1:1 meetings for you.





Choose the expert you'd like to speak to and complete the form to submit your request.

We will contact you personally to schedule a call. In this call, we verify your request to ensure we can make the right match.

Once you have secured a spot, you will receive an e-mail with a calendar invite and you can Ask the Expert all your pressing questions. Enjoy!

Our Experts

Jo Causon
CEO, The Institute of Customer Service

Language: ENG

Expertise: Customer service/ Employee engagement/ Organisational performance/ Service strategy

Type session available: Max. 5 companies + 100 passive attendees

Date and time: June 15th / 11:00 - 12:00 CET

Jo, CEO of The Institute of Customer Service since 2009, brings a wealth of experience from the commercial sector, enabling her to put customer service at the heart of the boardroom agenda. Jo focuses on demonstrating the clear link between employee engagement, customer service strategies and organisational performance. She utilizes her experiences to draw parallels on service strategy which she believes organisations should adopt and adapt to enhance customer satisfaction in an increasingly global marketplace.


Steven Van Belleghem
International Keynote Speaker and Author

Language: ENG & NL

Expertise: Digital customer experience/ Customer relationships/ Innovation/ Marketing & brand strategy

Type session available: Max. 5 companies + 50 passive attendees

Date and time: June 25th / 13:00 - 14:00 CET

Steven is an expert in customer experience in a digital world. In his presentations, Steven takes his audience on a journey to the world of modern customer relationships in a clever, enthusiastic and inspiring way. He is the author of four bestselling books. His first book, The Conversation Manager, won the award for most innovative marketing book of 2010. Steven also wrote The Conversation Company, When Digital Becomes Human and his most recent book, Customers the Day after Tomorrow.

Nienke Bloem

Language: ENG & NL

Expertise: Customer experience/ Employee & customer happiness/ NPS & Customer advocacy

Type session available: Max. 5 companies

Date and time: June 24th / 13:00 - 14:00 CET

Nienke Bloem CCXP is often called the Customer Experience Guru. She is a global keynote speaker, has earned her CSP title (Certified Speaking Professional) and inspires audiences with best practices and proven methodologies. She lectures at Nyenrode, the leading Dutch executive university, and is one of the ten Global Recognized Training Providers of the CXPA. She leads her speaking practice, a CX game company, a training business and is an associate partner of a CX boutique consultancy firm. It is her aim to Make Customer Experience Work and help you deliver business results, by making your customers happy


Martin Newman
Founder Customer Service Action

Language: ENG

Expertise: Customer experience/ Customer behaviour/ Change/ Customer centric strategy

Type session available: Max. 5 companies + 100 passive attendees

Date and time: June 25th / 14:00 - 15:00 CET

Martin is the Consumer Champion and founder of Customer Service Action. His bestselling book '100 Practical Ways to Improve Customer Experience' is considered as definitive within the sector. Martin is also a Chairman and Board Advisor to various businesses. He will present a view of how consumer behaviour has been affected by the pandemic, and what changes will be temporary and what will be permanent. Then he will focus on what business needs to do to be truly customer centric.


Eveline Erkelens
Customer Experience Expert - Agile CX

Language: ENG & NL

Expertise: Customer experience/ Agile transformation/ Customer service strategy/ Leadership

Type session available: Max. 5 companies + 50 passive attendees

Date and time: June 23rd / 13:00 - 14:00 CET

Eveline Erkelens, who calls herself the 'Chief-Go-Digital-Stay-Human' is a renowned expert on customer experience, customer centric, customer service mastery and agile leadership. She has over 20 years of experience in helping employees and customers in order to identify what makes for a great experience and what drives retention, satisfaction, and engagement. Eveline understands the impact that customer service experience can have on the bottom line and she brings lessons from the front lines of entrepreneurship to organizations of all sizes.


Simone Jo Moore
Service Management Mixologist

Language: ENG

Expertise: Service management/ Customer behaviour/ Organisational change/ Leadership

Type session available:  Max. 5 companies + 50 passive attendees

Date and time: June 30th / 13.00 - 14:00 CET 

Simone is a Service Management Mixologist who probes the hearts and minds of what makes business and IT tick and jumpstart people’s thinking to evolve behaviour and actions. Simone is a Senior Consultant, contributing author and master trainer in frameworks such as VeriSM, ITIL, DevOps, CASM, KCS and SFIA. Simone combines this with her HR, Organisational Change and complementary health background for a deep leadership experience she shares through training, workshops, various conferences and across social media.

Martin Hill Wilson
Customer Service, CX & AI Engagement strategist

Language: ENG

Expertise: Customer engagement/ Omnichannel strategy/ Quality management/ AI driven customer service

Type session available: Max. 5 companies + 100 passive attendees

Date and time: June 18th / 13:00 - 14:00 CET

Martin is a recognized Customer Service, CX & AI Engagement strategist and facilitator. With his impressive track record, he is a well-known keynote speaker and chair for contact center and customer engagement conferences. He also runs masterclasses and transformation frameworks on omni-channel contact strategy, customer based quality management, emotive CX for Customer Interaction and AI driven customer service. Martin is also co-author of the critically acclaimed book Delivering Effective Social Customer Service.


Thierry Spencer
Speaker and Author

Language: FR

Expertise: Storytelling/ Customer experience/ Marketing strategy/ Customer relationship management

Type session available: Max. 5 companies + 100 passive attendees

Date and time: July 7th / 10:30 - 11:30 CET

Thierry Spencer is a renowned French expert in Customer Experience. Associate Director of L’Académie du Service”, he is also the author of the well known Sensduclient blog, on which he shares interviews, analyses, and articles on books and studies since 2005. Before starting in consulting, Thierry has occupied various director positions in Marketing and Customer Service in multiple industries, where he implemented and managed many customer projects.


Patrice Laubignat
CEO & founder Eforbrands

Language: FR

Expertise: Brand Management/ Customer Loyalty/ Emotional marketing/ Customer experience

Type session available: Max. 5 companies + 100 passive attendees

Date and time: June 25th / 10:30 - 11:30 CET and July 2nd / 10:30 - 11:30 CET

Patrice Laubignat is the CEO and founder of Eforbrands. He advises many companies on how to value their brand and their customers through a humanised approach to marketing. Patrice is a renowned expert of emotional marketing, customer experience and customer loyalty. He is the author of multiple books, including “La fidélité du chaos à la zone de confort” and “Tout savoir sur le marketing émotionnel”. He is also the author of the blog


Dominique Hans
Managing Partner, ValueSelling Associates

Language: FR

Expertise: Sales performance / Building relationships / Sales management / Leadership

Type session available: Max. 5 companies + 100 passive attendees

Date and time: July 2nd / 10:30 - 11:30 CET

Engineer from Ecole Polytechnique Féminine, Dominique Hans has worked over 25 years in Sales and Management roles for various tech-focused companies including Siemens, Computervision, Gartner, and EMC. Since 2005, she leads PERFORM’HANS and became an associate of VALUESELLING in 2008. Dominique has passionately trained, coached and mentored thousands of salespeople across the globe to improve their performances in competitive B2B selling environments. Dynamic, pragmatic, and focused on her customer’s success, she supports companies who want to significantly increase their turnover.


Conor Neil
President, Vistage Spain

Language: ENG, ES

Expertise: Leadership Communications / Coaching / Persuasion, the art of Moving People to Action

Type session available: Max. 5 companies + 100 passive attendees

Date and time: July 14th / 10:30 - 11:30 CET (Spanish) and July 16th / 11:30 - 12:30 CET (English)

Conor Neill is President of Vistage Spain, part of the world's leading CEO coaching organisation. He is professor of Leadership at IESE Business School. As an entrepreneur, he has founded 5 companies and is selling 16 private jets. He is the proud father of 2 wonderful daughters

Fabienne Billat
Consultant / Speaker and Member of the digital strategy committee of the Caisse des Dépôts (CDC2)

Language: FR

Expertise: Communication / Digital Transformation / Strategy

Type session available: Max. 5 companies + 100 passive attendees

Date and time: June 30th / 10:30 - 11:30 CET and July 9th / 14:30 - 15:30 CET

Fabienne Billat is specialized in communication and digital strategy. She helps large companies (enterprises) as well as public institutions to stimulate digital transformation internally. She also supports leaders in their efforts to maximise their digital content strategy. Fabienne is also an expert for the Sapiens institute and founded the Délégation des Femmes du Numérique Lyon Syntec


Topic of the webinar


Why this is THE moment to take charge of your voice of the customer and to make a lasting impression by closing the loop

a. Insight: The effect of Corona on Voice of the customer programs and how to take charge and leverage the feedback to organisational and customer success

b. Making it work: Proven LARA-methodology to start acting on feedback and how to tweak this with regards of these corona times.


Customers the day after tomorrow. What is the influence of new general purpose technologies like AI, robotics and 5G on customer experience. Steven will show you the best in class examples of companies from all over the world that really understand to create the best possible customer experience. He makes his story very concrete by focussing on three investment axes: leveraging data, effortless interfaces and intelligence augmented. 


Do I need to pay for the session?

No. 'Ask the Expert' is an investment from Freshworks to offer you this unique and valuable opportunity at no charge.

Can I register to speak to more than one expert?

Yes, you can. You are free to submit as many forms as you wish. However please note that seats are limited so we probably won't be able to assign more than 1 seat to all those who are interested. Therefore, we strongly suggest to pick only 1 expert you'd like to speak to.

What language is the session in?

When you browse through the available experts on the homepage, you will see what language they speak. That is the language the session will be in. If the expert speaks more than 1 language, we will determine the language of the session together after verification and allocation.

If I submit the form, am I certain I can speak to my selected expert?

Unfortunately not. We only have limited availability as we have a capped amount of experts and timeslots. After registration we will verify your request via a quick call. Shortly after the call, you will receive an email to let you know if you have secured your spot or not.

I can't make it to the scheduled meeting, what do I do?

Please keep your calendar blocked for the date and time you selected until you hear if you have secured a spot or not. When you have been selected but unexpectedly can't make it, please let us know as soon as you can. We can then allocate your timeslot to somebody else. Unfortunately, rescheduling your session to another date and time won't be possible because of the limited availability of all experts.

Why do you need to verify my request?

As seats and experts are limited, we want to make sure we make the best use of everyone's time. In the verification call, we will ask you a few additional questions about your registration to make sure we can make the right match between the needs of everyone interested and the experts' expertises. That way, we can guarantee qualitative and insightful 'Ask the Expert'-sessions.

How soon can I expect the verification call after registering?

Please allow 2-4 business days for us to process your registration and to get in touch for the verification.

Can I forward my Zoom-invite to a session to colleagues so they can join too?

No. In the call only 2/3 people per company will be accepted. Please share the details from your colleague per email with us.

I registered, but haven't heard anything yet. What can I do?

Once you have registered, you will receive an email confirming we have received your registration and outlining next steps. If you haven't received this email, please check your spam folder. If it is not in there either, please send us an email on and we will get in touch with you as soon as possible.

I don't have Zoom, is there any other way I can access the session?

All sessions will take place over Zoom. If you don't have the software, you can download and install it for free on