Martijn Franssen

Director Customer Services Eneco

Summit Day Two - Wednesday, 7th October 2026 [CET]

12:25 Presentation: Building a Next‑Gen Customer Service Organisation with Measurable ROI

Rising contact volumes and budget pressure often push organisations to focus narrowly on cost reduction, risking value destruction rather than creation. In this session, Martijn Franssen shares how Eneco is reframing customer service as a strategic value driver. Through real transformation examples, he explores how understanding demand, clarifying journeys, using data effectively, and breaking service silos can increase ROI while still reducing cost.

Learning Objectives

• Reframe customer service ROI beyond cost to include value, retention, and growth

• Understand how demand, journeys, and internal alignment shape service efficiency

• Identify the foundations required to build a next‑generation service organisation

Key Takeaways

• Clear ways to make the value of customer service visible to stakeholders

• Insight into where value is lost through silos, unclear journeys, and poor adoption

• Perspective on why solid foundations matter more than isolated tools or quick wins

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

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