Patrick Houbrigts is currently leading the Strategic Projects function for CS at Booking.com. Within this role he is mainly involved in M&A assessment and the operational integration strategy of external CS activity and functions.
He specialises in a wide range of CS operations functions such as Operational Excellence, Workforce Management, Vendor Management, Service Level Management, Command Center implementation as well as ad-interim management of large scale international customer operations functions.
After a short and intense professional life as a Developer/Analyst, he joined a sequence of national and large international telecom companies for about 15 years. His activity ranged from tool and system integration, planning of fibre optic backbone networks, process design & management to most of the common Customer Services functions including Service Management and operational management of large call centers.
Patrick realized early in his career that his Engineering degree in Electronics did not bring the satisfaction and the human complexity that day to day direct exposure to a customer base can bring. This explains his near to fanatical obsession for taking service to the next level and his eagerness to learn and exchange knowledge across different market segments.
Last year, as Regional Director EMEA, his team won the “Best Place to Work” at the CCMA awards and came second for the most “Diverse Call Center”.
When he’s not working or travelling, his wife and two fantastic daughters get the highest priority, and if time permits, you will find him on his race bike.
Check out the incredible speaker line-up to see who will be joining Patrick.