Friederike Niehoff

Manager Customer Experience at Swiss Sense

Built Kramp’s CX strategy and team from scratch, driving cultural change throughout the whole organization. Part of this strategy is an extensive voice of the customer program, the set-up of digital customer panels and an international and cross-functional CX ambassador program aimed at transforming the organization towards more customer centricity and employee engagement.

I am passionate about understanding what really drives human decision making and behavior. After earning a MSc in Economic & Consumer Psychology at Leiden University, she gained working experience in The Netherlands, Germany and in the United States. As a trained Greenbelt and CCXP, she aims to combine her expertise in the fields of psychology, economics and leadership to create data-driven and actionable strategies for improving customer and employee experience.

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Date

Travel guide

Journey

13-05-2026
17:00:00 CET

Joe Pine

Founding Father of the Experience Economy

VX World Tour - Joe Pine

Discover Book journey

23-04-2026
12:00:00 CET

Zack Hamilton

Zack Hamilton helps organizations turn customer experience into a measurable driver of revenue, retention, and performance. While many companies invest heavily in CX, few see real business impact. Zack’s work focuses on closing that gap—by fixing the systems, incentives, and operating models behind CX that were never designed to scale execution or deliver financial results. […]

VX World Tour - Zack Hamilton

Discover Book journey

VX World Tour - Bill Staikos