EGN´s Customer Service Leaders Peer Group


The Customer Service Leaders Group

Members and candidates have leadership and strategic responsibility for customer service within their organisation.

The members of this group all work in non-competing medium and large multinational companies with a presence in Belgium and represent diverse industries. They wish to benchmark their company processes, and discuss innovative strategies, tools & technology to reimagine customer service and stay on the cutting edge.

Mid adult woman with contented expression in discussion with business colleagues. Candid portrait of mid adult woman looking towards coworker and listening

Everyone deserves a good network

In all our peer groups, the focus of attention is on confidential knowledge-sharing, relationship-building, and a mutual exchange of experiences.

The latest ideas, challenges and solutions are brought to the table, providing you with the optimal conditions to improve and thrive both personally and professionally. Also, you save valuable time and expensive resources in your everyday life and are given a unique opportunity to expand your professional horizons and ad value to your organization.

Topics we discuss?

The challenges of Customer Service professionals are numerous e.g. dealing with change, developing high performing teams, creating and implementing an effective mode of operation in line with the organisation objectives, conflict management, integrating new technologies and much more!

The members of this peer group share their lessons learned, exchange ideas and reflect on future best practices. They focus on both longer-term strategic issues and more immediate challenges.

With the help of the group chair, members select and prioritise the topics of interest that they want to deep-dive into during the five-yearly half-day meetings. Topics of interest include:

  • Customer service mindset and culture
  • Big data, customer insight and analytics
  • Hybrid work: best practices on the new way of work
  • Leading remote teams
  • Latest technologies in customer service
  • Embedding change
  • Influencing leadership
  • Standards and KPIs
  • How to sharpen AI in customer service
  • Future of outsourcing
  • Design thinking and customer service
  • People engagement and recruitment
  • … and many more
customer Service

Become a part of our network family

Your peer group is just the tip of the iceberg...

You will also get: 

The Members' Universe

EGN’s very own tailormade and unique digital platform

Our Members’ Universe is a digital platform that you can access via browser or app. Use the plat-form to keep yourself updated and ask questions to your own peer group as well as the broader network community. Here, inspiration and help are always at hand.

Interesting events

A wide variety of events for our members

It is always nice to get out and be inspired. It re-energizes you and gives you a chance to meet oth-er members from our broad network. Therefore, we arrange a wide variety of interesting events You will automatically be invited to all of them.


Expert speakers brought to you directly from our online EGN studio

We fully understand that participating physically both with your peer group and at our events can be quite time-consuming. For that reason, we also host webinars where we invite experts into our online EGN studio. That way, you can tune in on the go.

Network Advisor & Chair

Luke Fitpatrick

Network Advisor

+32 472 31 69 17

Let us have a talk

Let one of our experienced advisors call you for a talk about your options in our network. Fill out the form and we will be in touch.

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