Twelve years in CX. Enterprise transformations across six sectors.

Valérie Vanderheyden is the founder of Valorice. The path here is not a straight line and that is the point. She trained as a bioengineer and biomedical scientist at Ghent University before realising the laboratory was not where she wanted to build customer-centric organisations.

At Coolblue she ran the customer and logistical department, eighty thousand interactions a day, and watched CSAT climb fifteen points inside a six-thousand-person organisation. That experience anchored a conviction: customer experience is operating-model work, not feel-good work. She then spent five years at KPMG Belgium leading enterprise CX and digital growth engagements across financial services, energy, the public sector, automotive and consumer goods. She is now Director — CX Lead at BDO Belgium, where she runs multiple parallel transformations.

Valorice is the consultancy she founded to bring that operator-grade CX discipline to a wider market — and to do it without the overhead, slide-template politics, and partner-track gatekeeping of a Big Four. The thesis is direct: CX has grown up. It is a measurable lever for growth and AI-adoption velocity, not a satisfaction-survey department. Senior CX leaders deserve diagnostics that are honest, frameworks that are operator-tested, and a partner who has actually run the contact centre. The work is sized to the organisation: solo founders, one-person consultancies, mid-market firms and multinationals all get the same diagnostic discipline — only the scope and cadence change.

Trilingual (EN/FR/NL), Wallonia-based, certified CCXP, Lean Six Sigma Black Belt, PROSCI, Scrum PSM I, with an MBA from Ghent. The certifications matter because the work is technical. The bioengineering background matters because customer journeys, like biology, are systems — you only fix them when you understand the upstream cause, not the surface symptom.