Sanne Kempers

In Team Customer, as a Research Consultant, I am responsible for the deeper layer in research, i.e. why do people behave the way they do? My specialization is creating customer journeys or simply in Dutch customer journeys. Making a customer journey is not a goal in itself, but the starting point from which you are going to improve service. I therefore always find it important that internally all departments that are directly or indirectly involved with customer contact are involved. Only when the entire organization is well attuned to each other can I realize my personal mission, to make the saying "being sent from pillar to post" within companies disappear.

As befits a true researcher, I am genuinely curious. This manifests itself not only in my work. I enjoy discovering new places. For me it doesn't have to be far away, often there are beautiful things to discover close by, it's just whether you are open to seeing them. Always looking uninhibited at the same situations and always seeing something new that can really make me happy. That is also what fascinates me in my work. You can have the same conversation with all kinds of people, but all conversations are different because their background, motivations, drives, norms and values are different. This is exactly why I love my job.

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