Customer Contact Congress 2021

The Customer Contact Score 

Technopolis, Mechelen

18 november 2021



2021 Program



10.45: Tom De Ruyck – InSites
Understanding Consumers in Times of Crisis
10.45: Jan Bellaert – Möbius
The evolving role of Customer Service in shaping a flawless Customer Experience 

11.30: Marijke Brants & Sven De Clercq Thomas More
How chatbots are performing in Belgium
11.30: Maarten Copini – NTT & Caroline De Roose – Randstad
CX Benchmark & Trends in 2021 and beyond




14.15: Horst Remes – Customer Centricity: Beyond the myths

15.00: Lieven De Marez – The digitizing pulse of customers

16.15: Ellen Schouppe – Learn to think as a Winner

17.00: Special guest: Eva De Bleeker – Happy Customers!

17.30: Networking Drink

Learn – Meet – Work – Play


LEARN from our Break-out sessions


Jan Bellaert

The evolving role of Customer Service in shaping a flawless Customer Experience

What will be the effect and impact on today’s customer contacts when KPI’s evolve around the customer experience? Will volume-based KPI’s cease to exist in an optichannel customer journey? Jan brings us the learnings from multiple round-table sessions with contact center leaders.

Tom De Ruyck

Understanding Consumers in Times of Crisis

In times of uncertainty and rapid change, brands may be unsure if and how to integrate the voice of consumers into their decision making. Whilst these unusual times call for unusual measures, the need to stay connected is ever present. Consumer-centricity is key, now more than ever.

Maarten Copini & Caroline De Roose

CX Benchmark & Trends in 2021 and beyond

How did the pandemic impact customer experience and contact center operations in 2021? And how did it change customer behaviour and the way organisations organized their customer service? Join the discussion with Caroline De Roose, president of the Belgian Customer Contact Association and learn the facts and figures from Maarten Copini from NTT Ltd. who will be presenting data and trends from the 2021 Global CX Benchmarking Report.

>> Download the presentation

Marijke Brants & Sven De Clercq

How are chatbots performing in Belgium?

Do you measure the performance of your chatbots? And if so, what are the KPI’s they need to meet? Marijke Brants & Sven De Clercq from Thomas More research the use and value of chatbots in Belgium. They will give us a detailed insight on customer expectations and successes and pitfalls.

MEET other guests


Meet other Congress attendees or our speakers in our cozy congress lounge where you can sit relaxed and chat quietly.

WORK (online)


If you really need to, you can plug in your laptop and use the free WiFi in our quiet work area to get some work done in between.

PLAY in the expo


As a Congress visitors you get free access to the expo of Technopolis to perform your own scientific experiments.



All speakers will talk in their native language but just like our previous edition we will provide simultaneous translation.

Just grab your headset at the translation booth in the main hall!


Get Inspired



In the afternoon we have three top-notch keynotes lined up for you. Just sit back, relax and listen to their inspiring Customer Contact Stories.

And we have a special guest for you: a State Secretary who belives in the importance and value of customer experience.


Prof. Dr. Lieven De Marez, UGent

Feeling the Digitizing Pulse of Customers

Prof. De Marez is one of the key persons behind the yearly Digimeter, the biggest research on how customers are using digital channels. He will explain how different generations use different channels and where we will find our (future) customers.

Eva De Bleeker, State Secretary

Happy Customers

In 2020 Eva De Bleeker (Open VLD) was appointed State Secretary for the Budget and Consumer Protection in the federal government, led by Prime Minister De Croo. Eva acknowledges the importance and the value of customer experience. She will be working closely together with the Belgian Customer Contact Association on self-regulation and will introduce the ‘Happy Customers’ project to you.

Horst Remes, Onestone

Customer Centricity: beyond the myths

Many efforts to become a customer-centric organization fail. Miserably. Because leaders hold beliefs that are short-sighted or sometimes even downright wrong. So what sets the successfully customer-centered organizations apart? How do they obtain the loyalty of their customers? And how do they create profitable and sustainable businesses?

This session will inspire you. And give you practical insights to move your own organization forward.

Ellen Schouppe, Sportminded

Learn to think as a Winner

Ellen Schouppe, mental coach and sports psychologists for the Olympic team Belgium and the Belgian Cats, published her book in 2021. The Ultimate Victory: how developing attitudes such as leadership, energy management and mental resilience will leverage your talents. Ellen will teach us how to think as a winner!



Food, drinks and live contact


We invite you to stay for food and drinks and join the biggest networking place in Belgium to celebrate that everything is back to (the new) normal. 

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