Erwin Boom, CCXP

Broad experience in different positions the past 20 years as CX Manager, CX (research) consultant; CX researcher, member of CX scrum team, qualitative researcher (both single interviewing and focus groups) quantitative statistical analysis, organizing workshops, identifying touchpoints, journey mapping, implementing and managing metric results into dashboarding and presenting to the board. Main clients are Enexis Netbeheer, a Dutch grid owner with 12 branches, 4.800fte and 5,2 million customers; AirFranceKLM number 4 airline in Europe, 83.000fte, 104 mln passangers a year in 2019); Artis Zoo Amsterdam, 1,4 mln visitors per year, 650 employees and volunteers; Waternet 1,3 mln clients, responsible for high quality drinking water, water management, water purification and water protection (‘the dikes’); Cooperative Rabobank,  9,5mln clients in financial markets, 25.000 employees. Now employed at Arriva Nederland, a public transport company in both busses and trains, in a fantastic new role as Researcher Markets & Passengers.