Gitta Mors
Manager Customer Centricity B2B at KPN
Gitta Mors is Manager Customer Centricity B2B at KPN, where she leads the organization’s journey-centric transformation program. She is responsible for laying the foundations of journey management and translating customer insights into real, measurable impact — connecting people, processes, and data to drive change at scale.
Before taking on her current role, Gitta held multiple leadership positions across KPN and ING, building a track record in digital transformation, CX strategy, and operational excellence. At KPN, she led digital customer journey initiatives and advised executive teams on how to improve service through a customer-first lens. At ING, she worked across investments, KYC, and customer operations — including standing up new agile teams during COVID to ensure continuity in critical processes. Whether acting as Product Owner, Circle Lead, or Customer Journey Expert, Gitta has always centered her work around improving the experience for customers and employees alike.
A former professional athlete, Gitta brings focus, resilience, and a deep belief in team performance. She thrives on setting ambitious goals and working collaboratively to reach them — always believing that when people work hard and laugh hard together, that’s where the magic happens.
Gitta Mors
Manager Customer Centricity B2B at KPN
Gitta Mors is Manager Customer Centricity B2B at KPN, where she leads the organization’s journey-centric transformation program. She is responsible for laying the foundations of journey management and translating customer insights into real, measurable impact — connecting people, processes, and data to drive change at scale.
Before taking on her current role, Gitta held multiple leadership positions across KPN and ING, building a track record in digital transformation, CX strategy, and operational excellence. At KPN, she led digital customer journey initiatives and advised executive teams on how to improve service through a customer-first lens. At ING, she worked across investments, KYC, and customer operations — including standing up new agile teams during COVID to ensure continuity in critical processes. Whether acting as Product Owner, Circle Lead, or Customer Journey Expert, Gitta has always centered her work around improving the experience for customers and employees alike.
A former professional athlete, Gitta brings focus, resilience, and a deep belief in team performance. She thrives on setting ambitious goals and working collaboratively to reach them — always believing that when people work hard and laugh hard together, that’s where the magic happens.
Sessions
From foundations to impact: building journey management in B2B
What does it take to build journey management that actually drives change in complex B2B environments? At KPN, the answer starts with a strong foundation—clear structures, shared definitions, and the right mindset across teams. But setting the stage is only the beginning.
In this joint talk, Gitta Mors (Manager Customer Centricity B2B at KPN) and Lucy Stuyfzand (Senior Service Designer and Journey Management Lead at Essense) share how they’re building the connective tissue between insight and action. Together, they’ll explore the tipping point between getting organized and getting traction: when to move from governance to activation, and how to translate structure into momentum.
You’ll hear the story of a current B2B customer journey that’s actively being improved. The team will show how they’re combining three types of insight—quantitative behavior, open feedback, and qualitative research—and using AI to make sense of it all. From aligning internal stakeholders to acting on customer needs, this is a real-world look at how journey management becomes a business capability.
This session is for teams setting up or scaling journey practices, especially in complex B2B environments. If you’re wondering when structure becomes impact, and how to bridge that gap, this one’s for you.
Technology & AI
Journeys & ecosystems