Speaker Details

Amanda Akkers-van de Beld

Channel Management Manager, Nederlandse Spoorwegen

Amanda-Akkers-van-de-BeldStudy business economics, finance & commercial management

I have 14 years experience in energy sector in both operational and marketing management, focusing on both improvements in efficiency and customer satisfaction and shifting internal focus and processes to a more customer centered outside in focus. 7 years experience in transport sector as marketing manager, last 4 years as manager Channel management.

Responsible for all customer contact channels of NS (Dutch Railways), from online self-service portals, travel information & advice, ticket vending machines and the service provided by personnel at the stations and in trains.

Focussing on improving the customer journey from door to door and on a coherent customer experience in all contact channels. We design mobile first and focus on online self-service, but provide personal service at the stations and on board of our trains as well.

As Manager Channel management I am responsible for continuously improving customer contact and for implementing innovations

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