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Friederike Niehoff

Friederike Niehoff

Manager Customer Experience at Swiss Sense

Friederike Niehoff

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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Travel guide
Journey
VX World Tour – 4 juni 2024

VX World Tour – 4 juni 2024
VX World Tour - 10 oktober 2023

VX World Tour - 10 oktober 2023
VX WORLD TOUR - 15 juni 2023

VX WORLD TOUR - 15 juni 2023
VX WORLD TOUR - April 4 2023

VX WORLD TOUR - April 4 2023
The gap between ‘Customer Experience'

The gap between ‘Customer Experience'
Consumentenbond

Consumentenbond
Employee Experience in optima forma - hoe bouw je een bijzondere organisatiecultuur met bevlogen collega’s? (NL)

Employee Experience in optima forma - hoe bouw je een bijzondere organisatiecultuur met bevlogen collega’s? (NL)
Customer Experience & Employee Experience - een gelukkig huwelijk? Een wetenschappelijke en praktische visie van Nederlands eerste CXM-professor (NL)

Customer Experience & Employee Experience - een gelukkig huwelijk? Een wetenschappelijke en praktische visie van Nederlands eerste CXM-professor (NL)
How to develop and nurture a unique hospitality DNA (ENG)

How to develop and nurture a unique hospitality DNA (ENG)
Design Thinking for the New Human Experience of Work (ENG)

Design Thinking for the New Human Experience of Work (ENG)
Van goed geholpen naar beleving, de reis van een relatiebank (NL)

Van goed geholpen naar beleving, de reis van een relatiebank (NL)
The Land Rover Experience - how it started and evolved into a powerful marketing strategy (ENG)

The Land Rover Experience - how it started and evolved into a powerful marketing strategy (ENG)
The Power of Metaphors for growing your business (ENG)

The Power of Metaphors for growing your business (ENG)
The Experience Economy – The battle for time, attention and money (ENG)

The Experience Economy – The battle for time, attention and money (ENG)
CX in the Middle East – differences and similarities compared to Europe (NL)

CX in the Middle East – differences and similarities compared to Europe (NL)
Beautiful minds on Radical New Services and their new CX & EX ideas of 2030 (NL)

Beautiful minds on Radical New Services and their new CX & EX ideas of 2030 (NL)