Loading Events
This Masterclass is part of a series of ‘Summer Sessions’ held in May, June, and July. All Summer Sessions will end in a networking opportunity with drinks on our boat. The masterclass, drinks and boat ride are free of charge. We do ask you kindly for a donation to the Foundation KiKa (Dutch charity that fights childhood cancers).

What if you could increase the levels of your digital service quality, reduce costs in your call center and let your customers find the solution for their digital service challenges themselves? All by listening to your customers and act upon their feedback?

Increase loyalty & boost retention

Most consumers prefer to deal with service questions themselves via a website or app, without the need to make a phone call. The easier your customer can find their own way using your digital service channels, the greater the loyalty and satisfaction, and the lower your call center costs.

WUA has been carrying out the Digital Service Scan since 2010 for organizations like Vodafone, ING, ABN Amro, SNS Bank, KPN, Liberty Global, VGZ, CZ and Menzis. We utilize the Customer Effort Score (CES) and Net Promotor Score (NPS), allowing you to benchmark across sectors.

During this Digital Excellence Masterclass Service, we will discuss the business challenges digital service professionals face, and we will show you how our service benchmarking approach works in practice. You will gain insights from our most recent Service studies in various industries.

Speaker: Martin van Mierloo (VGZ)

Real-time insight into what customers think of you, divided by different age categories, gender, and question. VGZ’s question was a tricky one, but with the help of this large insurer, WUA’s dashboard saw the light. Martin van Mierloo is one of the people who helped in taking the Digital Service Scan to the next level. Within VGZ he is Expert Lead Digital. During the Digital Masterclass Insurance, he will elaborate on service in the health care industry and the need to make customer service even better than it was.

Sign up below, we’re looking forward to meeting you!


Date: Thursday, June 13th, 2019
Time: 150 min

Walk-in: 14.30
Starts: 15.00
Ends: 17.15  – … boat trip & drinks

Location: WUA HQ, Amsterdam

This masterclass is for:

  • Brand Managers & Research Managers
  • Online Marketeers & Heads of Digital
  • Product Owners Online
  • Anyone who is interested in CX & CRO…


Emma van Dalen

Digital CX/UX Researcher

Martin van Mierloo - VGZ

Martin van Mierloo

Expert Lead Digital – VGZ