Desiree de Ruig

Customer Service Excellence Manager DHL eCommerce

Workshop & Hackathon Day - Monday, 5th October 2026 [CET]

15:05 Agent of the Future

Agent of the Future - Monday, 5th October 2026 [CET]

15:15 Workshop: Build Resilience That Drives Growth

Resilience sets future leaders apart. In this interactive workshop, Desiree de Ruig shares her journey from frontline agent to CX Excellence Manager, offering practical tools to strengthen personal effectiveness through perspective, flexibility, and emotional regulation. Through reflection and discussion, attendees will explore what resilience means to them, how to manage setbacks, and how to build mental agility that supports both immediate performance and long-term career growth.

Learning Objectives

Define resilience in a practical, personal way.
Apply emotional regulation techniques during high-pressure situations.
Develop a growth-focused response to setbacks and feedback.

Key Takeaways

A personal resilience framework to apply immediately at work.
Practical techniques for managing uncertainty.
Greater confidence in navigating challenges without losing motivation.

Check out the incredible speaker line-up to see who will be joining Desiree.

Download The Latest Agenda

In Partnership With:

QUESTIONS?

Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 113 210 042
Fax: 44 (0) 207 368 9301
Email: enquire@iqpc.co.uk