Anouk currently leads Customer Experience in Philips Services for all global markets. She is located in Atlanta USA. It is a transformation program to bring Philips from ‘inside-out’ way of working to outside-in and customer focus. She drives change in all capabilities: people, processes, tools and data. Customer experience is end 2 end, therefore it requires strong cross functional cooperation and helps to de-silo the teams of marketing sales and service. She has realized this in the consumer B2C area of Philips between 2012 and 2016 and is now tackling Health Systems, the B2B part of Philips. She is an expert in customer journey mapping and customer feedback tools like NPS. Anouk brings in strong customer focus, because she spent 8 years in various marketing and sales roles for Coca-Cola. She led large customer partnerships as key account manager and channel account manager in Coca-Cola Benelux/Europe. She is with Philips now for 13 years and in one of her former roles led global marketing excellence for Philips consumer products, where she focused on downstream marketing improvements and market-driven product introductions (instead of Business group led). She was also responsible as change manager for the global roll out of Sales CRM and had various strategy roles for Benelux and region EMEA. She has a bachelor in International Business Studies from HanzeHogeschoolGroningen in the Netherlands and marketing economics at Ecole Supérieurede Commerce Grenoble in France. In her private life she likes to travel to uncommon places like Antarctica and countries in Africa for visiting f.e. gorilla’s. She loves her two furry children, plays the piano, tennis, golf and field-hockey, and ran the New York marathon twice. She speaks 5 languages, isa frequent guest at panels and conferences, and a member of various advisory boards.