In this Commercial Strategy dinner, Sohini Ghosh, EVP Customer Growth & Change at KPN, shares leadership lessons from her experience in translating customer ambitions into organization-wide transformation. Her vision: customer-centricity is not a CX program limited to customer journeys or customer service teams. It is a discipline that must guide strategy, investment, innovation, and leadership behavior.
Leaders in Commercial, Sales & Business Development
CPD points | 2 points
17:30 | Start of program (including presentation, discussion and 3-course dinner)
20:30 | End of formal program, opportunity for informal networking
Language: English
Hotel V Fizeaustraat, Amsterdam
EVP Customer Growth & Change - Consumer Market
Sohini Ghosh has served as EVP Customer Growth & Change at KPN Consumer since 2023. In this role, she leads commercial and cultural transformation and is responsible for shaping the daily customer experience for millions of Dutch consumers. She leads multidisciplinary teams in the areas of Customer & Market Insights, Growth & Investments, Strategic Project Management, and BI Transformation, working closely with commercial, operational, strategic, and technological functions within the organization. Prior to her current position, Sohini held various marketing and customer experience roles at Vodafone and Liberty Global.
Almost every organization claims to be customer-centric, but only a few actually allow customer insights to determine where investments are made, what takes priority, and how responsibilities for customer results are assigned within the organization. The gap between customer-centricity as an ambition and customer-centricity as a strategy is central to this keynote.
Sohini Ghosh, EVP Customer Growth & Change at KPN, shares leadership lessons from her experience in translating customer ambitions into organization-wide transformation. Her vision: customer-centricity is not a CX program limited to customer journeys or customer service teams. It is a discipline that must guide strategy, investment, innovation, and leadership behavior.
She explains three shifts that characterize this transition:
She addresses the concrete opportunities offered by data, AI, and personalization, while simultaneously demonstrating that technology alone does not bring about transformation. Sustainable change requires leading by example, fact-based decision-making, and the ability of an organization to build momentum across different functions.
