Erik Vercouteren (55), Director Customer & Partner Experience at online platform bol, was appointed chairman of the KSF during the General Meeting of the Customer Service Federation earlier today. Ramón Delima (TUI) will remain a board member as a representative on behalf of in-house customer contact organizations.

Vercouteren is no stranger to the sector. At bol, he works as Director Customer & Partner Experience, and in that role is responsible for CX management for both customers and sales partners, collecting and analyzing feedback and market insight, and providing services to the platform's customers and partners. Bol serves over 13,5 million customers and nearly 50.000 sales partners in the Netherlands and Belgium.

His background extends beyond retail. In the past, he gained experience in customer service, operational, and commercial management roles at KPN and APG. In addition to his board membership at the KSF, which he held for over a year before becoming chairman, he is also a board member of CXPA.

Other appointments

Natasja Wientjes (DHL) has been appointed as a board member representing in-house contact centers, and Naci Eroglu (ETB Group) has been appointed as a board member representing facility contact centers. Bernard Steenbergen (Vattenfall) is leaving the board after serving for six years. Jelmer IJbema and Ellen Verheijen are also stepping down as board members. Voting for the Verheijen position is open until June 9; the candidate from the board is Martijn Tomassen of YoungCapital.

Vercouteren was already a member of the KSF board and takes the place of Ramón Delima. Delima has previously indicated that he does not wish to run for a second term.

(zip tone)

Human Resources, New function cxpa