Michiel Kouijzer

Product Manager - Digital Experience Essent

Michiel Kouijzer has spent over ten years at Essent, the Netherlands' largest energy supplier, most of it building things that didn't exist yet. Contact centre platforms, personalisation infrastructure, digital journeys at scale. He now leads digital experience product management, UX research & digital strategy. The question he keeps coming back to: how do you build digital experiences that change behaviour, not just measure it?

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

12:25 Presentation: 50% Lower Costs, 36% Happier Agents: Behind-the-Scenes of a 12-Week Service Transformation

Reducing costs is often seen as a trade-off against customer and employee experience. It doesn't have to be. In this session, Michiel shares how Essent rebuilt its contact centre technology in 12 weeks: replacing legacy systems with a simpler, more agile operating model, cutting technology costs by 50% while agent satisfaction went up 36%. He walks through what it actually took to move that fast, and what it set up for AI-enabled service down the line.

Learning Objectives

How simplifying technology can pay off fast, in both operational efficiency and frontline experience
The decisions that made a 12-week contact centre transformation possible without disrupting service
What it takes to build AI-ready foundations without a multi-year rebuild

Key Takeaways

How to cut technology costs and improve customer and employee outcomes in weeks, not years
What simplifying contact centre operations quickly looks like in practice, and where the risks are
How to build a customer service operation that's ready for what comes next, without over-engineering it now

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

Download The Latest Agenda

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