Customer Contact Congress 2021

The Customer Contact Score 



Celine Malyster

Céline has presented quite few of our Congress editions. She knows the sector well and has some mad presenting skills.


Jan Bellaert, Möbius

About Jan…

Jan’s break-out session on the effects of Corona on the Customer Contact sector starts at 10.45

Tom De Ruyck, Insites

With 100 talks per year, Tom De Ruyck’s keynotes have inspired marketing and research professionals across the globe to future-proof their way of working. He has spoken in 45 countries and on 6 continents at major business, marketing, technology and consumer insights events. Next to being Managing Partner at InSites Consulting, Tom is a teaching Professor at different business schools in Europe.

Tom’s break-out session starts at 10.45

Caroline De Roose, Randstad & Customer Contact

About Caroline…

Caroline’s break-out session starts at 11.30

Marijke Brants, Thomas More

About Marijke…

Marijke’s break-out session on the International Customer Contact Benchmark starts at 11.30

Sven De Clercq, Thomas More

About Sven

Sven’s break-out session on the International Customer Contact Benchmark starts at 11.30

Horst Remes, OneNote

Strategic bootcamps, that’s my thing. I see it as my mission to get managerial teams to create distinctive and concrete strategies, whereby they don’t delude themselves and are armed against the ever so tempting management bullshit. I go looking for the arguments behind the opinions. That’s how you get everyone facing in the same direction.

Horst’s keynote session on The Impact Of Rules And KPI’s on CX starts at 14.15

Prof. Dr. Lieven De Marez, UGent

Lieven De Marez is a professor ‘Media, Technology & Innovation’ & ‘User-centric innovation research’ at the department of communication sciences . He is heading the multidisciplinary research group for Media, Innovation & Communication Technologies (mict), affiliated to imec, the world-leading R&D and innovation hub in nano-electronics and digital technologies. Within imec, Lieven is the founding father of the digimeter and methodological innovator within imec’s Innovation Services Team.

Lieven’s keynote session on How Customers are using Digital Channels in Belgium starts at 15.00

Ellen Schouppe, Sport Minded

Ellen graduated as Work and Organization psychologist, did the successful transition to the elite sport world after more than 10 years of talent development within the HR business world. As a Sports Psychologist she has provided her expertise to various national teams over the past ten years, including the Belgian Cats (basketball), the Red Panthers (hockey) and the Belgian Cheetahs (4x 400m relay team). In addition, she coaches top teams in clubs such as the A-team of the football club RSC Anderlecht and the basketball club Belfius-Mons Hainaut.
Ellen’s bucketlist:
* Be an excellent people manager
* Write a good book
* Coach at the Olympics
* Live in a sunny country for some years
* Go on a holiday to Hawaii

Ellen’s keynote session on Learn to think as a Winner starts at 16.15

2021 Program

9.00: Doors open - welcome!


10.30: Opening & Break-out sessions

10.45: Tom De Ruyck - InSites
Understanding Consumers in Times of Crisis
10.45: Jan Bellaert - Möbius
Optichannel KPI's of the future

11.30: Marijke Brants & Sven De Clercq - Thomas More
How to rate the chatbot performance
11.30: Caroline De Roose - Randstad & NTT 
Customer contacts in numbers in Belgium and beyond

12.15: Lunch - Meet - Work - Play


14.00: Opening keynotes

14.15: Horst Remes - The Impact Of Rules And KPI’s on CX

15.00: Lieven De Marez - The digitizing pulse of customers

16.15: Ellen Schouppe - Learn to think as a Winner

17.00: BE SURPRISED - Happy Customers!

17.30: Networking Drink

Pricing & Registration

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