About Ludo Raedts
With over 20 years of experience in customer engagement, Ludo Raedts is a seasoned professional with a strong background in CRM, online marketing, and social media customer service. He has a passion for business innovation and design thinking, with a proven track record in optimizing customer service operations and driving growth. Currently, Ludo serves as Lead Operational Excellence at Voys, where he focuses on optimizing processes and supporting the company’s growth ambitions, including exploring new markets and delivering exceptional customer experiences. Previously, as a founding partner at RIFF, an international digital company, Ludo helped clients navigate digital disruption by designing and managing innovative customer engagement solutions. He worked with leading organizations such as Philips, Schiphol, Signify, and The Ocean Cleanup, contributing to their operational excellence and digital transformation. Ludo is also a lifelong learner and holds multiple credentials from INSEAD, one of the world’s top business schools, where he studied strategy, leadership, and creativity. He continues to leverage his expertise to create meaningful impact in the organizations he works with.
Career Journey
Lead Operational Excellence
In my role as Lead Operational Excellence at Voys, I focus on optimizing processes and driving operational improvements that contribute to sustainable growth and an exceptional customer experience. By aligning teams and enhancing workflows, I aim to support Voys mission to better connect businesses and teams worldwide while ensuring efficiency and scalability. With a strong emphasis on innovation, autonomy, and ownership, I work alongside an incredible team to explore new markets, develop innovative solutions, and create meaningful impact for our customers.
Founding Partner
RIFF is known for tackling complex customer service challenges with a human-centered approach. With a team of over 400 highly skilled digital natives, RIFF delivers premium customer service solutions across multiple channels and systems. Combining technical expertise with a strong focus on personal connections, RIFF supports organizations in improving customer satisfaction, loyalty, and operational efficiency. As a founding partner, I was instrumental in driving business development and providing strategic guidance to RIFF s operations. My work included consulting for high-profile clients such as Philips, Schiphol, Babboe, The Ocean Cleanup, and Signify. I contributed to optimizing customer service processes, enhancing customer relationships, and innovating customer engagement strategies tailored to each client s needs. In addition to my leadership responsibilities, I maintained a strong focus on innovation, ensuring RIFF s services remained adaptive and forward-thinking in an ever-changing digital landscape.
Consultant and Owner
Ludo s career has tracked the evolution of customer engagement from traditional to digital channels. Having worked in the industry since 1999, he founded WebCare Company in 2010, recognising the potential for social media to become a dominant customer interaction channel. WebCare Company supports social media customer engagement strategies for companies operating across Europe and worldwide. Ludo began his career in customer engagement working with SNT, then the largest outsourced contact centre service provider in the Netherlands. He went on to successfully manage and improve customer operations for a series of Dutch utility businesses including PWN, Essent and Nuon, where he united marketing and operations to develop a highly effective retention team. In each role he worked consistently to improve loyalty, retention and customer value by delivering an exceptional experience and by innovating with the service potential of new digital channels and advanced technologies. Ludo has been advising companies on the adoption of digital and social channels since 2003 and has become a recognised authority on the emergence of social media as a customer engagement channel, speaking regularly at industry conferences and academic institutions. Throughout his career Ludo has always been actively involved with clients, providing strategic advice and guiding the development of highly innovative customer journeys. He encourages clients to focus relentlessly on their customers and to overcome the operational silos that frequently existing between customer management and marketing functions that inhibit customer engagement innovation. He is ideally placed to do so being specialist in both areas.
