Data to Better Customer Services | KPN’s insights into the use of data within client processes

April 20, 2023

During this Vision Dinner, Sandeep Saini, Head of Digital Business at HCLTech, will set the scene for why it is crucial to merge the right next-gen technology with business strategies to build an intelligent business, Jörg Kramer, KPN's Chief Customer & Commercial Operations, will discuss the insights from KPN's journey to use data to improve the customer journey and maintain customer relationships. After his presentation, there will be an open discussion with Jörg and the other participants. HCLTech and Flevum cordially invite you to participate in this session!

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

Jörg Kramer , KPN

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Jörg Kramer

Chief Customer & Commercial Operations

Jörg Kramer has been working at KPN for more than 20 years and has held a variety of positions during that time. He currently holds the position of Chief of Customer & Commercial Operations, where he is in charge of the consumer sales and service channels. Additionally, he is responsible for the digitalization of customer service procedures and the impact it has on the customers themselves.


Sandeep Saini

Head of Digital Business, Europe & Emerging Markets

Sandeep Saini heads the Digital Business for HCLTech in Europe. Based out of Frankfurt, Germany, Sandeep is an Engineer and a graduate of the prestigious Mannheim Business School. He has worked in global leadership roles with Microsoft, Infosys, and TCS before joining HCLTech. He has worked on some the of largest, high impact, and most complex Digital Transformation projects in the Global Telecom, Financial Services, and Manufacturing Industries. His engagement across these projects has been across the life cycle of Inception to Execution. New Technological Innovations, Global Talent Scaling Models, Enterprise Transformation leveraging Digital Technologies, and Agile Operating Models are his key areas of Interest and focus.



Process digitization is a crucial part of many organizations. The demand for digital processes has only grown as a result of recent global events. This includes the digitization of customer processes. However, maintaining customer relationships is crucial when digitizing customer processes. An important part of maintaining customer relationships is data. Relationship management can be improved through the use of customer data, preserving customer interactions and services. How data can ensure that it becomes a competitive advantage within customer processes is the main topic of conversation during this session.


Location: Amsterdam/Utrecht area
17:30 - 20:30

More information will follow soon.


Directors Data and Marketing

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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