Keynote Sessions

Steven van Belleghem
Keynote speaker and inspirator

Steven is a thought leader on the transformation of customer relations and the future of marketing. He is an expert in inspiring companies to become true customer-centric organizations in this high speed digital world. His talks inspire companies about the smart usage of technology in the customer relationship without forgetting the human side of business. His keynotes are mind stretchers for business leaders. A very energetic and pragmatic keynote speaker, Steven shares his vision in speeches and workshops around the world.

Steven is a bestselling author of business books. His latest book is called ‘When Digital becomes Human’. The books describes the need to digitize the customer relationship without forgetting the human aspect. Today’s world not only needs a digital transformation; the human side of business is also in need of a makeover.

Paul Smit
Philosopher / Cabaret artist / Inspirator

In a humorous way, Paul Smit discusses how our brain works and how we can positively influence our customers and co-workers. How can you hold your own in the hustle and bustle of everyday life? Using the latest insights from neuroscience, he puts themes such as customer experience, leadership, innovation and communication in a new perspective.

Paul studeerde af op de ‘evolutie van het menselijk bewustzijn en schreef tien boeken over psychologie, filosofie en neurowetenschap, produceerde twee speelfilms en is een van de meest gevraagde sprekers voor het bedrijfsleven.

Jan Smets
Director Retail and Customer Care, Mail and Retail Solutions

Since early 2016 Jan Smets has been heading the various mass channels at bpost, more specifically the physical office network, the contact centres and the digital channel. bpost's physical network comprises over 1300 postal outlets, approximately half of which are operated as post offices. While it is only logical that this network of 2500+ FTEs, which handles over 35 million transactions every year, plays a pivotal role in bpost/bpost bank's operational activities, it has also evolved into a high-performance sales machine in recent years. Combining B2C and B2B contact centres, Customer Care currently employs some 500 agents.
Jan previously worked for telecommunications operator Belgacom for ten years, where he headed the customer care department for landline telephony for both residential and B2B customers. Jan is much in demand as a speaker and instructor in the field of contact centre management and customer experience. He is the author of 'Contact Center Management' (Lannoo Campus, 2016). Jan Smets graduated from the Free University of Brussels as commercial engineer.

Nancy Treaster
Senior Vice President and General Manager of Strategic Operations
Verint Systems

Nancy serves as a Senior Vice President and General Manager of Strategic Operations for Verint® Enterprise Intelligence Solutions™ and its award-winning Customer Engagement Optimisation suite. In this capacity, she drives global strategies and the corresponding execution of those strategies across the business line, including go-to-market, product and M&A strategies, as well as strategic alliances and marketing.

With 30 years of experience in the high-tech software industry, Treaster has held an array of leadership positions, including 10 years with Witness Systems and 13 years with Dun & Bradstreet Software. As part of Witness Systems’ senior management team, she served as senior vice president of global marketing, including product management, working alongside the worldwide sales, support and engineering organisations. At Dun & Bradstreet Software, she directed product management and product marketing, and held leadership roles across such areas as training, consulting, product management, sales and marketing. Treaster holds a Bachelor of Science in management science from the Georgia Institute of Technology.

Ulrich Irnich
Director of Simplification and Transformation
Telefónica Deutschland

Without a radical simplification of structures, responsibilities and processes, digital transformation has the potential to fail. Ulrich Irnich, Director of Simplification & Transformation at Telefónica Deutschland, will give us an insight into how the company is digitally repositioning itself for both its employees and its 48 million customers. The goal is to create a modern and transparent working environment, which enables the employees to work optimally in the digital world. One of the key elements was the establishment of the “Digital Collaboration Center”, a data-centric decision center, which allows employees to access all essential data in real-time at all times to make decisions fast and at the right level. With the deployment of Speech Analytics, Telefónica, is now able to tap right into the customers’ mind and use it as a navigator to focus on the things that really matters and drive simplicity.