Most organisations invest in service culture - yet struggle to see business results.

That’s exactly why we are looking forward to this conversation.

Most organisations run scattered service training and hope it improves the customer experience enough to deliver business impact.

However, very few manage to embed service culture into everyday leadership, operational habits, and daily behaviour in a way that consistently moves results over time.

Join us as we sit down with Frans Leenaars and hear from someone who doesn’t serve theory, but practical frameworks drawn from working with the best of the best.

Frans speaks from experience, including the hard-earned lessons, the things that didn’t work, and the decisions that made the difference.

He’s worked with service at scale in organisations like 

💥 KLM
💥 Disney Parks and 
💥 TUI Group

where service quality isn’t a “nice to have”, but something that directly affects loyalty, employee retention, and financial performance.

👉 What do leaders do differently when service culture and customer experience genuinely become a growth engine, not just a set of values on the wall?

Join us to hear it yourself because In this session, Frans will share -and you walk away with:

How service culture is translated into everyday behaviour across teams and roles

What leadership looks like when service quality drives business results

Concrete hospitality cases linking service, loyalty, and performance

Just practical insight from environments where service has to work every day.

If you’re a customer-focused business leader, work closely with frontline teams, or are responsible for customer or employee experience, this will be a very relevant session.

Frans Leenaars is a senior CX leader with hands-on experience from KLM, Disney Parks and TUI Group. He has worked in large, complex hospitality organizations where service quality directly impacts customer loyalty, employee retention, and financial performance. At TUI, Frans built a CX organization from the ground up, translating strategy into everyday behavior across markets and functions.

Frans is known for his pragmatic, execution focused approach. He works with clear priorities and practical methods that help organizations move from ambition to action. His experience shows how service culture becomes a real business driver when it is led consistently and embedded into how people work. He is also a strong advocate for DEIB, not as a statement of values, but as a foundation for sustainable performance and engaged employees.

This session is part of our warm up series for the Experience Management Nordic Summit on May 7th.

Service Culture as a growth engine is part of our 4 theme blocks. Want to join us for a full day of conversations like this? www.exmsummit.dk

Service Culture as a Growth Engine with Frans Leenaars