Customer Service Leaders

Developing personally and professionally

Who do you seek advice from in everyday life?
As a Customer Service Leader, you are important to the business and that requires you to deliver and create measurable value - every day.

Valuable relationships

Everyone deserves a good network

Taking care of the enquiries the company receives from customers is extremely important for both customer loyalty and customer satisfaction.

Today, good customer service is not just a matter of fast response times. Customer service is more about mastering a deeper relationship with customers – knowing their needs, communicating with understanding and empathy and being humble about the customer relationship. If you’re not good at taking care of the customer yourself, it’s likely that a competitor is. This creates new expectations for the customer service profession and major consequences if you are not good at maintaining and nurturing customer relationships – especially with digital developments providing customers with more communication platforms to wallow in.

This also places new demands on those working in customer service. You must be able to keep up with developments in the field and understand the factors that play a crucial role in providing good customer service.

Community of industry peers

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

Keep up to date

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.

Sample topics 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
MORE THAN A PEER GROUP

EGN is so much more than a Peer Group

Members Universe

Ask questions to your industry peers, keep yourself up to date, and get global perspectives.

Webcasts & Events

Experience top-of-the-line webcasts and events. Get members-only content and continue the conversation in Members Universe.

A network behind you

If you lose your job, you can stay in your Peer Group for one year with our Between Jobs initiative.

Value for you and your company

A strong network of Peers delivers valuable inputs and new ideas

We connect you with Leaders who share your responsibilities and challenges, together we make each other better

Company

Company Benefits?

  • Employee development – Enhanced skills and new business insights
  • Benchmarking and best practices
  • Large savings on Consultants, Product and Market research, Courses and Education in general.

Member

Member Benefits?

  • 5 half-day annual Peer Group meetings
  • 6 annual Global Webinars
  • 1 Cross-functional event in Brussels
  • Social events and dinner
  • Contact or query, 24/7 year-round, to 15.000 members worldwide and 700+ professionals in Belgium, through Members Universe.

Peace of mind

You are in good hands

30 years of experience

What started as one man’s vision in 1992 is now a global network with 15.000 members in 15 countries.

Matching is key

Our experienced Network Advisors match you with leaders who share your level of responsibility and represent similar companies. We unite you with companies from diverse industries.

All members have veto rights to avoid the submission of competitors. 

Trust & Confidentiality

Trust is important in a network, therefore all our meetings are confidential.

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