IDC Customer Experience & Customer Success - Benelux

New insights into the X factor that drives customer satisfaction

DIGITAL FORUM | April 26, 2022
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Customer Experience (CX) is an intangible all-embracing concept that is difficult to cleanly define, manage and measure. Significant CX investments require a ‘leap of faith’ as ROI often only becomes fully evident in the medium to long term. Customer Success is a tangible CX application and use case that delivers more immediate and measurable business outcomes and is fast becoming a business necessity for manufacturing and services companies.

Product-oriented vendors need to 'servitize' their business models, moving from physical to digital, from one-off payments to ongoing subscription business models. But service models are more vulnerable to churn than traditional product sales models and require a higher degree of continuous customer satisfaction and ROI.

Customer Success is a pioneering and proven method of ensuring sustainable ongoing cashflow and revenue growth from clients, delivering customer loyalty and advocacy, and long-term customer value.

At this IDC event we will:

  • Share insights from a new IDC research study into Customer Success in Europe.
  • Reveal the latest technologies being used for best-in-class CX and Customer Success.
  • Recommend a management action plan for CX and Customer Success that delivers sustainable customer satisfaction, operational efficiencies, and growth.

In summary, attending this event will help you understand what it takes to transform Customer Experience and Customer Success into a game-changing growth engine for your business.

Join IDC's Customer Experience and Customer Success 2022 digital event to learn more by registering below.


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Event Highlights

We would like to thank all the delegates and the partners who participated at this event.

A selected group of IT and business leaders came together to network and learn from IDCs analysts, inspiring speakers and dedicated advisory board members, who were at the forefront of the lively and interactive discussion.

If you missed the event or if you would like more information on any of the topics we discussed, click the button below to watch a recording or access the post-event content.

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Time Event & Speakers

Attendee login & Networking


Welcome by IDC

Charlotte Thygesen Poulsen

VP, Events and GMS - Nordic & Benelux

Research results revealed: Why CX and Customer Success are key to brand differentiation

Gerry Brown

CX Research Director, IDC




Lean into Empathy, the shift from business-centric to people-centric has truly begun!

Lloyd Buxton

Major Accounts, Genesys

To remain competitive in the experience economy, businesses need to know how customers feel about the experiences they provide and how to improve experiences that deliver or exceed customer expectations: The experience economy needs a people-centric experience metric. 


Join this session to hear more about the developing experience-as-a-service framework, and what the first step might look like.


Fireside Chat: What does effortless customer service look like today?

Raymond Hüner

General Manager, Benelux & Nordics, Freshworks

Gerry Brown

CX Research Director, IDC

Your customers expect you to meet them on their terms, at their channel of choice, and at the time dictated by them. Businesses, on the other hand, are under immense pressure to map the non-linear journeys of their customers in order to consistently delight them.

The shift to digital-first customer service has changed what customers view as an “effortless” experience. They expect businesses to be accessible — all the time, from anywhere. They want every interaction to be fast, empathetic, and personalized.

But for business trying to adapt to this new reality, this raises complex questions like

  • How do we meet these expectations to deliver delightful experiences?
  • How can we ensure that every interaction is an opportunity to win customer loyalty?
  • How do we empower every agent to be a customer champion?

So what does effortless customer service look like today (on both sides of the equation—customers and agents)? And how should businesses champion that change? 




Creating digital customer success through the ‘Jobs-to-be-Done’ method

Rob Punselie

Principal Consultant, ContentKings

After this presentation you will be familiar with:

  • principles of the Jobs-to-be-Done (JTBD) method 
  • relevance of JTBD to create breakthrough customer experiences
  • demonstration of JTBD with the case of the Dutch Farmacotherapy Compass  (100.000+ daily visits by health care professionals)

Fireside Chat - How to turn AI into ROI and successful customer solutions

Jan Horsager

Research Director

Susan Ysona

VP Marketing, EMEA, Talkdesk

Key takeaways

Gerry Brown

CX Research Director, IDC

Charlotte Thygesen Poulsen

VP, Events and GMS - Nordic & Benelux

Thank you for today - The platform remains open for networking


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Camilla Hove Toft

Conference Director

Peer Jensen

Senior Sales Director, IDC Northern Europe Region, IDC Nordic

About IDC

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International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. With more than 1,200 analysts worldwide, IDC offers global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. IDC's analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives. Founded in 1964, IDC is a wholly-owned subsidiary of International Data Group (IDG), the world's leading media, data and marketing services company. To learn more about IDC, please visit