Mark van Hagen

Principal Consultant Customer Experience at NS

Research Fellow at Dutch Railways (NS) and international expert on (waiting) time experience management

Sinds 1990 werkzaam bij de NS als hoofdadviseur klantbeleving.
Verantwoordelijk voor (innovatieve) studies over klantwensen, ketenbeheer en stationsontwikkeling.
Analyseren van klantgegevens en adviseren van topmanagement.
Onderscheiding van Universiteit Twente voor proefschrift: “Wachtervaring op stations” (2011).
Ruim 150 (inter)nationale (wetenschappelijke) artikelen met klantgerichte visie op beleving van (openbaar) vervoersmodaliteiten.
Woonachtig in Kaatsheuvel, bijzondere affiniteit met reizen, wandelen en cafébezoek.
Daarnaast eigen adviesbedrijf: “Experience Mark”.

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Date

Travel guide

Journey

10-03-2026
12:00:00 CET

Bill Staikos

Bill Staikos is a CX and EX leader with over 20 years of experience building and scaling teams that turn customer experience strategy into measurable business outcomes. His work focuses on execution over dashboards, sustainable change through effective change management, and activating leadership to drive long-term impact. Bill has delivered results for organizations of all […]

VX World Tour - Bill Staikos

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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

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