{"id":27350,"date":"2025-09-02T15:06:40","date_gmt":"2025-09-02T13:06:40","guid":{"rendered":"https:\/\/pegamento.nl\/podcasts\/trends-challenges-and-opportunities-within-the-world-of-customer-experience\/"},"modified":"2026-06-05T12:04:03","modified_gmt":"2026-06-05T10:04:03","slug":"trends-challenges-and-opportunities-within-the-world-of-customer-experience","status":"publish","type":"podcasts","link":"https:\/\/pegamento.nl\/en\/podcasts\/trends-challenges-and-opportunities-within-the-world-of-customer-experience\/","title":{"rendered":"Trends, challenges and opportunities within the world of customer experience"},"content":{"rendered":"<p>This episode of The <a href=\"https:\/\/pegamento.nl\/en\/\" target=\"_blank\" rel=\"noopener noreferer\">Pegamento<\/a> Podcast offers an inspiring conversation with Roel Masselink, director of the <a href=\"https:\/\/klantenservicefederatie.nl\/\" target=\"_blank\" rel=\"noopener noreferer\">Customer Service Federation<\/a> (KSF). In the interview, Roel talks about the role and significance of KSF as an industry organization for customer contact in the Netherlands, and how they support organizations in providing high-quality and qualitative customer contact. Listeners get valuable insight into the trends, challenges and opportunities within the world of customer experience, including digitalization, the rise of AI, and the importance of leadership and collaboration in organizations.  <\/p>\n<p><strong>What to expect.<\/strong><\/p>\n<ul>\n<li>An enlightening explanation of what customer service anno now means, and why it is more than just a required number.<\/li>\n<li>Reflections on laws and regulations within Europe and the Netherlands surrounding customer service, with keen insights on customization and the importance of flexibility.<\/li>\n<li>Practical examples on how customer contact adds value and is not just a cost, plus the importance of strategic thinking from the boardroom.<\/li>\n<li>Roel shares personal experiences and his views on community involvement, leadership and uniting interests inside and outside the industry.<\/li>\n<li>Interesting preview of the future of customer service in 2035: the influence of technology, the importance of human interaction and the role of CSF.<\/li>\n<\/ul>\n<p>This episode is highly recommended for anyone who wants to learn more about customer contact, organizational development and the human side of service delivery. Get inspired by Roel Masselink and discover why good customer contact makes the difference! <\/p>\n","protected":false},"excerpt":{"rendered":"<p>This episode of The Pegamento Podcast offers an inspiring conversation with Roel Masselink, director of the Customer Service Federation (KSF). In the interview, Roel talks about the role and significance of KSF as an industry organization for customer contact in the Netherlands, and how they support organizations in providing high-quality and qualitative customer contact. Listeners [&hellip;]<\/p>\n","protected":false},"featured_media":27345,"template":"","tags":[541,507],"class_list":["post-27350","podcasts","type-podcasts","status-publish","has-post-thumbnail","hentry","tag-customer-experience","tag-pegamento"],"_links":{"self":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/podcasts\/27350","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/podcasts"}],"about":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/types\/podcasts"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/media\/27345"}],"wp:attachment":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/media?parent=27350"}],"wp:term":[{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/tags?post=27350"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}