Join us for a member case study from Zilveren Kruis, the largest insurer in The Netherlands. Annet Hennink, Head of Customer Experience Strategy, will take our network through a dual-purpose implementation and highlight the outcomes and what the future could hold.

With the ambition to be more than a payer, with a strategic imperative to be part of the customer journey, Annet, will outline the design thinking behind the process, the research methodology and the roll-out of the payment system. This new system was designed to make payment more simple, lessening customer friction but adding in a customer touch point to build a new moment of engagement and trust.

It will be a fascinating and very open exploration of the new design, and we encourage members to come with questions to enable a really interactive session. You will automatically receive the invitation if you have registered for the CX network. A session for other time zones will be scheduled later in February with Annet.

We will also share more details of our CX Member Network Meeting to be hosted in Madrid (19 – 21 May) with one day hosted at Sanitas. This is a shorter member focused and led meeting, which will replace our CX Innovation Study Tour for 2026. For more details on this email | nicola@ifhp.com.