Manfred van Gurchom

Head of CX/UX ANWB

Summit Day One - Tuesday, 6th October 2026 [CET]

11:20 Presentation: Personalised Digital Experiences Across the Customer Lifecycle

Creating personalised and engaging experiences across journeys and channels requires a clear digital strategy and orchestration. Understanding customer context across digital channels is increasingly important to deliver more relevant and consistent digital experiences. This session shows how ANWB is innovating its digital experiences across the customer lifecycle to build trust in the ANWB brand, to reflect customer needs and to create more valuable experiences across digital touchpoints.

Learning Objectives

• Envision how journey thinking improves relevance across channels

• Learn how trust, relation, and AI result in more valuable digital experiences

• Share best practice and examples to innovate personalised experiences

Key Takeaways

• A clearer view of how lifecycle context shapes personalised interactions

• Ideas for connecting journeys and improving consistency

• Practical ideas from ANWB on how to innovate digital experience

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

Download The Latest Agenda

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