The keynote explored the role of service design in supporting innovation within the public education sector. It highlighted how service design methods can help re-examine what students learn, how they learn, and whether current systems are assessing the right outcomes. The talk emphasized the value of collaboration between service designers and educational professionals, showing how design practices can address systemic challenges and contribute to more effective, learner-focused educational environments.

To empower the Women in CX community, we conducted member research analysis (focus groups, interviews, surveys) to design a unique, 12-week customer experience leadership course. This on-demand, cohort-based intensive course empowers you with essential knowledge, tools, and insights while facilitating meaningful peer connections for enhanced learning. Project outputs include a tailored learning design, full syllabus, and comprehensive support materials (commercial narrative, video scripts, etc.).

Celebrating International Women's Day and the Women in CX community's birthday, Agnese delivered a thought-provoking keynote exploring the theme of Imposter Syndrome.She challenged the traditional view, arguing that these feelings are not a sign of inadequacy, but rather natural responses to embracing change and new challenges.  By examining how self-worth develops throughout life, Agnese reframed these feelings as a signal of growth and progress.

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In this session, Agnese tackles the critical issue of gender bias in leadership. Through a compelling combination of global statistics, carefully selected resources and personal stories, she guides leaders in raising awareness of these unconscious biases. The focus is on fostering a balanced, compassionate, and inclusive dialogue that empowers leaders to take action towards a more equitable future.

In my role as a MadeFor Talks host, I've curated an exciting lineup of guests, hosted engaging sessions, and consistently delivered thought-provoking and inspirational topics. Notable highlights include esteemed guests such as Elizabeth Graf from IMMA, Niels Corsten from Deloitte, Ilenia Vidili, author of Journey to Centricity, Rand Fishkin, Chris Jonston from Adoreboard, Nate Brown from CX Accelerator, Tony Reevs from Ding Learning, and many more.

Crafted an engaging talk tailored for 150 students, aged 15-16, at Baltic Business College, delving into the vital realm of gender equality in the workplace. From setting the stage with a global perspective and addressing challenges, we seamlessly transitioned to the workplace context. As the narrative unfolded, personal stories were interwoven, creating a relatable connection. To empower and inspire action, practical steps were shared, guiding each student on their unique journey towards heightened awareness.

In our collaborative workshop, we invited key customers to discuss their current customer journey, brainstorm improvement ideas, and commit to success together. Through the creation of a customer journey map, we united teams, broke silos, and clarified interactions and dependencies. This process helped align expectations on what Informa Markets can offer and when, fostering empathy, co-creation, and collaborative relationships.

At the Women in CX conference in London, I host an annual 'Walk and Connect' workshop. Each year, I curate a unique tour that enables participants to forge connections in a distinctive manner. In this engaging experience, attendees engage in one-on-one interactions, switch pairs, take a leisurely stroll through the city, uncover intriguing fun facts, and delve deeper into discussions surrounding the challenges and opportunities that women encounter in the workplace, with a specific focus on the realm of CX.

In this workshop series,I led the creation of customer journey maps for key segments, pinpointing touchpoints and interactions as well as developed them further into service blueprints. We also delved into opportunity identification through thorough analysis, followed by actionable recommendations for fostering a more customer-centric community environment.

Building upon a precisely defined and developed learning design system, we curated the Service Design Bootcamp. This initiative is tailored to cultivate a unique skill set, fostering innovation within services while offering insights into its seamless integration within the organizational framework.

Together with my team, we crafted a comprehensive learning framework and methodology to build Digital Product Manager capability, anchored in Agile working ceremonies. The immersive 8-week bootcamp unfolds a dynamic learning journey, seamlessly blending online and live sessions led by seasoned subject matter experts and facilitators.

As a Strategy and Proposition Design Advisor at Logiscool Netherlands, I am dedicated to advancing coding education for children and nurturing the next generation of tech-savvy innovators. With a passion for driving transformative strategies, I thrive on shaping the future of education and empowering young minds with essential digital skills.

Project Fearless is a space for any girl in Amsterdam aged 9-14 to get hands-on, break stereotypes, find their voice and create an impact. After the Change makers' course girls are heading home knowing that they’ve got the power to think up new solutions to problems that matter to them, and to create an impact by making their ideas a reality.

In the Impact Program, I curated a personalized learning experience for remarkable and groundbreaking startup founders, emphasizing the deepening of their understanding of customer experience through a customer-centric mindset. Through collaborative efforts, we delved into practical strategies tailored to their unique contexts, nurturing authentic connections with their customers.