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Discover how the biggest brands in the Benelux create breakthrough experiences during uncertain times

Wednesday 19 October 2022 // 9:00am CEST // The National Maritime Museum | Het Scheepvaartmuseum


Experience Amsterdam

Experience Amsterdam

Join us for the Benelux’s largest Experience Management (XM) event of 2022 to hear from, Bain & Company about their approaches to XM.  They’ll explore how they’re using it to get closer to customers and employees needs, so they can make the right moves in the challenging times ahead. 

You’ll also hear Bruce Temkin, Head of the Qualtrics XM Institute, on simple steps you can take to stay close to changes in your market, and respond quickly and effectively. Plus, you’ll get a preview of the latest tools and technology rolling out on the XM Platform to help you get closer to the people that matter most — your customers and employees.

It’s the largest Experience Management event of 2022, and attendance is free, so make sure you register now so you don’t miss out.

  • on their four-year journey to enabling thousands of partners to ensure travelers get a world-class experience

  • Bruce Temkin on simple steps you can take to keep your customers and employees at the heart of everything – even in challenging times

  • Bob Tullemans + Kaya van Enckevort on the innovations helping to create stronger connections and make businesses more human


9:00 – 9:45 – Registration & Breakfast

9:45 – 13:45 – Mainstage Keynotes + XM Stories

  • Qualtrics // Bob Tullemans, Regional Vice President

  • Qualtrics // Kaya van Enckevort, Strategic Accounts Director

  • Qualtrics // Bruce Temkin, Head of the Qualtrics XM Institute

  • // Tom Mullender, B2B Partner Experience Insights Manager

  • // Courtney Maywald, Director B2B Marketing Communications

  • Proximus // Laurent Lemay, Head of Customer & Market Intelligence

  • Bain & Company // Laurens-Jan Olsthoorn, Partner

  • Qualtrics // Joost Houtman, EX Solution Strategist

  • Qualtrics // Otto Vroegop, CX Solution Strategist
13:45 – 15:00 – Refreshments + Networking


Bob Tullemans // Regional Vice President, Qualtrics

Bob recently joined Qualtrics to lead the business in the Benelux region. He is skilled at building high performing teams and passionate about ensuring they have a clear vision to drive growth with a ‘can-do’ mindset. Bob has worked at companies including Heineken, P&G and Salesforce, with strong international experience having worked in Congo, Australia, Geneva and France.

Bruce Temkin

Bruce Temkin // Head of the Qualtrics XM Institute, Qualtrics

For over 20 years, Bruce Temkin has been a central figure in the world of CX. From his influential thought leadership at Forrester, to founding the Customer Experience Professionals Association (CXPA) in 2011, it’s little wonder he’s known as the ‘Godfather of CX’. Today, he heads up the XM InstituteTM at Qualtrics®, with the goal of making it the world’s premier centre of excellence for all things experience management.

Kaya van Enckevort

Kaya van Enckevort // Strategic Accounts Director, Qualtrics

Kaya is a Strategic Accounts Director at Qualtrics. She’s passionate about helping businesses understand how experience management applies to, and can accelerate their growth. Having helped start the first International expansion of Qualtrics 9 years ago with a focus on supporting the Benelux region, she has seen the market ánd organisations in our region go through several stages of Experience Management maturity where now the benelux is really recognising the importance and impact.

Tom Mullender

Tom Mullender // B2B Partner Experience Insights Manager,

Tom started his career as a data analyst at and he is now Insights Manager specialised in the B2B Partner Experience (PX) field. He is leading the Voice of the Partner program as well as the first PX team at is French and moved in from Paris to Amsterdam almost 5 years ago to start working in the B2B Marketing Communications team at

Courtney Maywald

Courtney Maywald // Director B2B Marketing Communications,

Currently Director of B2B Marketing Communications for, she leads a team of 20 focused on brand, content, campaigns. communications and CX for all of’s supply, demand, technology and industry partners – covering both existing partners and potential leads. Courtney also co-founded and served as the Global Co-Chair of B.equal, an employee resource group focused on helping become the world’s best place to work for women at all life and career stages

Laurent Lemay

Laurent Lemay // Head of Customer & Market Intelligence, Proximus

Laurent has been with Proximus 9 years and leads the design thinking, market research, voice of the customer, journey analytics and market intelligence teams (> 25 experts) at Proximus. Laurent is SAFe 5 certified, Center of Excellence and PO lead. He is also member of the Strategy, Transformation, Commercial, Marketing and Customer Experience staffs.

Laurens-Jan Olsthoorn

Laurens-Jan Olsthoorn // Partner, Bain & Company

Laurens-Jan Olsthoorn is a partner at Bain & Company, based in Amsterdam. He has nearly 15 years of industry and consulting experience throughout Europe and as part of the Bay Area leadership team in the United States. Laurens-Jan has developed differentiated expertise in business-to-business, NPS®, tech services, and customer strategy and marketing, as well as built strong relationships with enduring clients. He also achieved the largest global customer experience transformation for a client in Bain & Company. A proud husband and father of one, Laurens-Jan enjoys photography in his spare time.

Joost Houtman

Joost Houtman // EX Solution Strategist, Qualtrics

With 15 years of international experience as a consultant in gathering employee feedback, Joost has seen how technology plays an increasingly important role in this and also offers exciting new opportunities. As Employee Experience Strategist for Northern Europe at Qualtrics, partner of SAP, he helps organisations to modernise and focus on continuous employee feedback.

Joost Houtman

Otto Vroegop // CX Solution Strategist, Qualtrics

Otto is the Strategy Director Customer Experience for the BeNeLux region where he works closely with Qualtrics’ customers to design and improve their CX programs and create breakthrough experiences.Otto was one of the Benelux region’s most sought-after CX consultants, establishing himself as a freelancer after 7 successful years at insights giant Ipsos.


19 October 2022

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9.00AM – 2.30PM CEST


The National Maritime Museum | Het Scheepvaartmuseum,
Kattenburgerplein 1, Amsterdam

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