IDC CX and Customer Success - Benelux

Transforming CX into Customer Success and Loyalty

DIGITAL FORUM | April 29, 2021



Transforming CX into Customer Success and Loyalty


Customer Experience (CX) for many executives is an all-embracing concept that is difficult to define, execute and measure. To develop, CX must now evolve into tangible business value with clear operating boundaries, measurable cause and effect, and ROI.

Customer Success Management brings CX measurability and accountability to the forefront of customer account management by focusing on delivering desired customer outcomes. The highest growth cloud software vendors are the pioneers of Customer Success Management and have seen their customer retention, revenue and market valuations grow exponentially as a result.

Customer Success Management is seeing wholesale adoption across the technology industry and other industries 'servitizing' their business models. New more relevant operating models require a move from physical to digital, from one-off payments to ongoing subscription service business models, as the leading software vendors have done.

New technologies are a key enabler and driver of scalable customer success management. In this digital forum we discuss new technologies that can be applied to customer experience, customer success and customer loyalty management that deliver resilient and sustainable revenue growth.



Key Topics

The IDC CX and Customer Success will address the following topics:



Leverage existing CX technology investments to deliver customer success


Reduce internal and external friction by adding omni-channel messaging, communications and collaboration


Personalise communications and trigger contextually relevant content


Build new end-to-end service workflows and escalations to support the customer success organization


Enable seamless micro and macro customer journey management


Build customer loyalty programs into your CX and customer success operations


Create new CX measurements, metrics and analytics to drive customer success


Time Event & Speakers

Attendee login, Networking & Expo


Welcome by IDC

Charlotte Thygesen Poulsen

Vice President, Events and GMS, IDC Nordic & Benelux

Transforming CX into Customer Success and Loyalty

Gerry Brown

CX Research Director, IDC

Alpega: A leading global SaaS logistics company that delivers personalized customer experience

Mabel Pareja

Process Consulting & Application Development Project Manager, Alpega

Delivering a seamless, personalized customer journey through an integrated cloud contact centre and CRM

Connecting to rich CRM data to enable highly personalized experiences

Improving agent performance, first call resolution and reducing average handle time through complete access to metrics and insights


Powering differentiated Voice and Digital Customer Journeys: What do customers really want?

Siobhan Lettice

Senior Director Solutions Engineering EMEA, Vonage
  • Designing Digital Experiences to satisfy your customers
  • Using messaging such as SMS and Whatsapp effectively
  • Best Practice for introducing chatbots/virtual assistants

Networking break


Cut the Wait

Raymond Hüner

General Manager, Benelux & Nordics, Freshworks

How to excel in Customer Experience

Le Quan Kuhnen-Truong

Customer Experience Advisor

Final Remarks

Charlotte Thygesen Poulsen

Vice President, Events and GMS, IDC Nordic & Benelux

Gerry Brown

CX Research Director, IDC

Networking & Expo - the platform will remain open for 30 minutes


Platinum Partner
Gold Partner

General Information


April 29, 2021


9:00 - 12:00 CEST

IDC European Digital Forums Platform

The IDC European Digital Industry Forums will be run on an all-in-one live online events platform where attendees can learn, interact, and connect with people from anywhere in the world.



We will welcome you at our Digital Reception area where we will showcase the event schedule and our partners. We will guide you for a great time & a lot of exiting digital touch points.



You will get inspired by the professional stories shared by industry pioneers and IDC analysts. Our keynotes experts will answer questions, propose provoking online polls, take part in the chat and comment on what is happening. Everything is done live.



Learn about proven best practices through real-life case studies in moderated digital breakout sessions. This intimate experience is an opportunity to gain a clearer understanding of current organizations challenges.



Meet with peers to discuss common challenges and share concrete experiences thanks to our Networking feature using your webcam for up to 3 minutes.



Visit interactive booths leveraging digital content allowing you to explore key trends or discover more about innovative products.

Why Attend


Get a head start on the market with insights from our leading analysts


Get inspired by visionary speakers with locally based cases


Maximize your time with insights and solutions to grow your business thanks to 1-2-1 match-made agreements with leading suppliers


Be surprised by unique network opportunities with other IT leaders


To access this content, please enter the password you have received from IDC. If you do not have a password, please contact Jakob Jantzen via email, at

Contact Us

Jakob Jantzen

Conference Manager

+45 22 16 16 33

Peer Jensen

Sales Director, IDC Nordic

About IDC

57 Years | 1100 Analysts | 110 Countries

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 1,100 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