Customer Focus Week 2023


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Customer Focus



We prioritise personal relationships with our customers and colleagues and believe in sharing experiences for happy people and happy customers. Join our annual Customer Focus Week, where we will share personal stories, invite a customer experience expert, and provide insights on how to make a difference through value creation and delivery. Don’t miss out on this opportunity to connect, learn, and grow with us!



Daily Program

Great Customer Experiences don't happen by accident

Nienke Bloem MBA CCXP is called the Customer Experience Thoughtleader. She is a global keynote speaker on Customer Focus and inspires audiences with best practices and proven methodologies. When it comes to CX, she leads a speaking practice, a game company, and an Education business. So, you could say ‘she breathes CX’. With her 20 years’ experience in strategic change management positions within telecom, travel, financial and IT businesses, she knows how businesses work and she speaks the language. But on stage, her talks are inspiring and hands-on. She is a true Dutchy, so expect some directness and a practical approach. That fits perfect with her brand promise “Making Customer Experience Work!” and yes, she will wear her (Levi9😉) blue dress.

How we deliver value at Kompas Publishing

Dariia Boieva will share insights over the past few years, how Kompasses Schoolbank has evolved from a mere support system to an actively developed platform with new and innovative features. The team’s focus on a product-driven mindset has led to a key value proposition for its customers, generating revenue for clients while efficiently and effectively solving their problems. The team’s hard work has resulted in a growing number of premium memberships, along with increased advertising clicks and revenue. With new promotions and values, the team’s data analysis and usage are well on their way to achieving even greater success.

Floor is lava at Backbase

Stanislav Perevezentsev & Oleksandra Zhdanova discuss the challenges Backbase is facing in meeting the different requirements and regulations of its customers, maturing its product by dropping beta, facing non-functional requirements and a lack of data to test, an avalanche of maintenance that requires attention, and maintaining feature parity between its platforms. To tackle these challenges, Backbase is taking several actions, including implementing direct communication with customers, reviewing the maintenance process, analyzing the root cause of problems with deep RFF analysis, configuring and mapping requirements, prioritizing support over new features, understanding the product on the team level, moving to Kanban, and improving documentation. These actions are aimed at ensuring successful project launches despite the tight timeline.

Value discovery: An unexpected journey

This year, our special guest Andrei Postolache will share his  story about the journey from imagined value, to real value. From ivory tower ideas of value, to real life, on the ground value. Together with our colleagues Codrin Baleanu and Radu Ciocan we will discuss where to start, explore the challenges we may face and identify who or what can help us overcome them. This session is designed to be informative and engaging, offering you insights into the concept of value and how to apply it to your work.

How to Discover and Deliver Value

It is crucial to understand the value that our customers seek, as it allows us to make an impact on their customers’ business. To discover this value we need to ask ourselves questions as;

  • Why is it important to understand what value means for our customers?
  • How do we discover that value in order to make an impact on our customers’ business?
  • What are the common challenges our teams face in this process?
  • How do we measure that value?

Join us and learn from Jelena Kutlaca Milosevic, Simona Temelkova Nikolic, Dario Djurica, and Igor Jankovic. Discussion is moderated by Vanja Al-Halidi. They will answer the prior questions and more…

Delivering Value at Sendcloud. Let’s hear it from the customer!

Evgeny Sharypin is Engineering Manager at Sendcloud, Europe’s #1 shipping automation tool. Sendcloud connects a big number of e-commerce systems and postal carriers together in one system, allowing webshops to optimise their shipping process and save a lot of time and money while doing so.

At Sendcloud, Evgeny is responsible for the technical handling of the carrier integrations for the last three years. Together with Levi9 in 2021-2022 we have carried out a huge project that resulted in a microservice transformation of our carrier integration landscape.  We currently run a fleet of 60 services that connect the core of our platform with postal services, and that could have not been possible without our fruitful cooperation with Levi9.