Customer Experience & Digital Growth
Tim Thijsse is an internationally recognized expert in the field of customer experience, digital growth, AI, and decision-making. For over twenty years, he has been helping organizations translate customer behavior, data, and technology into better choices, stronger customer relationships, and sustainable growth.
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Tim Thijsse is an internationally recognized expert in the field of customer experience, digital growth, AI, and decision-making. For over twenty years, he has been helping organizations translate customer behavior, data, and technology into better choices, stronger customer relationships, and sustainable growth.
Throughout his career, he has worked for organizations such as HEINEKEN, E.ON, VodafoneZiggo, Aon, and various international e-commerce companies. In these roles, he was responsible for developing optimization programs, improving customer journeys, and creating methodologies that allow organizations to learn faster and make better decisions.
Tim is the author of the book “Maturing in Customer Experience Optimisation” and regularly publishes on customer experience, AI, customer behavior, and organizational development. His articles have appeared in Frankwatching, Emerce, CustomerThink, and Medium, among others. Additionally, he has delivered guest lectures and masterclasses for the University of Amsterdam, Avans Hogeschool, SchaalX, and various vocational training programs for marketers, product owners, and CX professionals.
His work and vision have been internationally recognized. He was named a Top CX Influencer 2025, included in the Top 50 CX Leaders to Follow in 2026, and the Top 50 AI Leaders in CX 2026 by CX Network. He was also included in the Top 150 European CX Influencers.
What distinguishes Tim is his broad background. From his education in Communication & Multimedia Design, he developed a strong combination of creative and analytical thinking. This allows him to look not only at data and processes but also at behavior, design, communication, and the human side of change. His sessions demonstrate how innovation often arises at the intersection of disciplines.
Customer experience is not about better experiences. It’s about better decisions.
In addition to his work, Tim is active as a volunteer firefighter. The experiences from incident management, working under pressure, and acting in situations with limited information regularly form a recurring theme in his presentations. This gives topics such as customer focus, AI, optimization, and leadership a surprising and practical perspective.
His presentations are energetic, content-rich, and always focused on actionable insights. Whether it’s about customer experience, AI, experimentation, digital strategy, or organizational development, Tim shows how organizations can not only create better experiences but, more importantly, make better decisions.
Why isolated optimisations rarely lead to structural growth. Tim shows how organisations can progress from experimenting to a mature system for customer-focused decision-making.
A new way of collaborating where marketing, UX, content, AI, and product development are connected around the customer journey.
What happens when AI increasingly makes decisions? On governance, trust, customer focus, and the future of organisations.
Why customer insights often do not lead to action and how organisations can bridge the gap between insight and decision-making.
A fresh perspective on customer behaviour, intentions, and decision-making. Why traditional funnels fall short and what replaces them.
What organisations can learn from the fire brigade about collaborating, prioritising, and acting in complex situations.
How AI changes the way organisations learn, optimise, and make decisions.
Why customer focus is not about processes or departments, but about designing better decisions.
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