After 10 years in Telco and 10 years working in travel, leaving as the Global CX Director for TUI Group, Fabian changed his career path and now works for the government. As Chief Experience Officer for the City of The Hague he and his team are focused on creating public value, by listening to and acting on the Voice Of the Citizen. With their omnichannel strategy the focus will be on further digitalisation and use of AI where possible, whilst enhancing the experience with a human touch where necessary and desirable.