Customer Engagement Network Netherlands: The role of digitization in DSM’s Customer Experience

February 3, 2022

During this Virtual Round Table, Pieter Kopmels and Han Nabben from DSM will take you through the pioneering initiatives of marketers in the field of digitization and innovation within DSM. Among other things, the digitization of the customer journey, the account-based marketing model, the development of online self-service tools and the data-driven creation of added value are reviewed. Would you like to talk to Pieter, Han and the other peers about optimizing your online CX? Then you are most welcome to participate in this small-scale and confidential meeting!

  • Small scaled peer session
  • Open dialogue by means of the Chatham House Rule

Pieter Kopmels, DSM

Han Nabben, DSM

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Pieter Kopmels

Pieter has been associated with DSM since 2017 and has been Head of Global Marketing at the Materials Division since 2020. He oversees the entire process from strategy formulation to (digital) activation, mainly acting as a bridge builder between Marketing, Sales and Management. Central to this is a pragmatic approach and strong customer focus. He has a passion for B2B Marketing and is active as chairman of the NIMA-B2B community.


Han Nabben

Han has been working at DSM since 2017 as Global Head Digital Marketing & Marketing Communications. Previously, he fulfilled B2B marketing roles at AP Moller-Maersk and NXP, among others. In his current role, he works closely with Pieter and is responsible, among other things, for drafting and rolling out DSM's digital marketing strategy. He manages a passionate team of marketers who are mainly active in the digital field, in which activation and support of the customer are central.



DSM has been rolling out a broad digitization strategy for several years now. In addition to online customer activation, optimizing and facilitating customer interactions and experiences with digital solutions is central. DSM does a lot of research into customer decision processes and sees a major acceleration in the use of digital tools and platforms during the entire customer journey. From the very first orientation to after sales, the company sees that digital tactics and solutions play an increasingly crucial role in acquiring and retaining customers.


16:00 - 17:30

Microsoft Teams


Directors Marketing, eCommerce & Digital

Main language



  • Participants have to meet the previously described target audience.
  • If applicable, our partners will be presented with every application.
  • During all our sessions, the Chatham House Rule applies. This means that the participants are free to use the information received, but neither the identity nor the affiliation of the speaker(s), nor that of any other participant, may be revealed. This means that no report, no photos and no recordings are made of the meeting. The presentation will also not be distributed to the participants afterwards.

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