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About me

Services

Insights

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Home

About me

Services

Insights

Select Language

Get in touch

My Services Are

Customer Centric

SERVICES

I help retailers and consumer brands evolve their sales, customer experience and organization, consistently starting from the customer.

From strategic direction through governance, processes and performance management to implementation. Throughout, I look closely at where data, technology and AI create real value.

Customer Experience
& Transformation

Systematically capture, manage and embed customer experience in the organization. From customer insights and journeys to governance and implementation.

For whom?

Companies that want to take customer centricity beyond individual initiatives and systematically translate customer feedback into decisions, processes and concrete improvements.

How?

Customer Journey Analysis

VoC & Customer Insights

CX Governance & KPIs

Service & Communication

Priorities & Roadmap

Results

A robust CX management model that connects the customer perspective, data and responsibilities, and enables continuous improvement.

Customer Experience
& Transformation

Systematically capture, manage and embed customer experience in the organization. From customer insights and journeys to governance and implementation.

For whom?

Companies that want to take customer centricity beyond individual initiatives and systematically translate customer feedback into decisions, processes and concrete improvements.

How?

Customer Journey Analysis

VoC & Customer Insights

CX Governance & KPIs

Service & Communication

Priorities & Roadmap

Results

A robust CX management model that connects the customer perspective, data and responsibilities, and enables continuous improvement.

Customer Experience
& Transformation

Systematically capture, manage and embed customer experience in the organization. From customer insights and journeys to governance and implementation.

For whom?

Companies that want to take customer centricity beyond individual initiatives and systematically translate customer feedback into decisions, processes and concrete improvements.

How?

Customer Journey Analysis

VoC & Customer Insights

CX Governance & KPIs

Service & Communication

Priorities & Roadmap

Results

A robust CX management model that connects the customer perspective, data and responsibilities, and enables continuous improvement.

Omnichannel
& Growth Strategy

Bring sales, service and the customer journey together from the customer's perspective and orchestrate them across all relevant touchpoints.

For whom?

Brands and retailers that want to evolve their sales and distribution model, clearly define the role of each channel and purposefully integrate new touchpoints into the customer journey.

How?

Channel & Profit Analysis

Channel Purpose & Orchestration

D2C, Retail & Marketplace

Social Commerce

AI as Customer Interface

Results

An orchestrated sales and service model in which channels and touchpoints work together as the customer experiences them, while contributing measurably to growth and profitability.

Omnichannel
& Growth Strategy

Bring sales, service and the customer journey together from the customer's perspective and orchestrate them across all relevant touchpoints.

For whom?

Brands and retailers that want to evolve their sales and distribution model, clearly define the role of each channel and purposefully integrate new touchpoints into the customer journey.

How?

Channel & Profit Analysis

Channel Purpose & Orchestration

D2C, Retail & Marketplace

Social Commerce

AI as Customer Interface

Results

An orchestrated sales and service model in which channels and touchpoints work together as the customer experiences them, while contributing measurably to growth and profitability.

Omnichannel
& Growth Strategy

Bring sales, service and the customer journey together from the customer's perspective and orchestrate them across all relevant touchpoints.

For whom?

Brands and retailers that want to evolve their sales and distribution model, clearly define the role of each channel and purposefully integrate new touchpoints into the customer journey.

How?

Channel & Profit Analysis

Channel Purpose & Orchestration

D2C, Retail & Marketplace

Social Commerce

AI as Customer Interface

Results

An orchestrated sales and service model in which channels and touchpoints work together as the customer experiences them, while contributing measurably to growth and profitability.

Governance & Organizational
Transformation

Translate strategy into structures that work in day-to-day operations. With clear accountabilities, decision-making paths, management models and cross-functional collaboration.

For whom?

Companies where transformation stalls because of silos, unclear accountabilities, a lack of performance management or difficulties in collaboration between functions and channels.

How?

Operating Models

Roles & Responsibilities

KPIs & Reporting

Cross-Functional Processes

Roadmap & PMO

Results

An organization that translates customer and business goals into decisions and execution. With clear accountability, performance management against measurable targets and less friction.

Governance & Organizational
Transformation

Translate strategy into structures that work in day-to-day operations. With clear accountabilities, decision-making paths, management models and cross-functional collaboration.

For whom?

Companies where transformation stalls because of silos, unclear accountabilities, a lack of performance management or difficulties in collaboration between functions and channels.

How?

Operating Models

Roles & Responsibilities

KPIs & Reporting

Cross-Functional Processes

Roadmap & PMO

Results

An organization that translates customer and business goals into decisions and execution. With clear accountability, performance management against measurable targets and less friction.

Governance & Organizational
Transformation

Translate strategy into structures that work in day-to-day operations. With clear accountabilities, decision-making paths, management models and cross-functional collaboration.

For whom?

Companies where transformation stalls because of silos, unclear accountabilities, a lack of performance management or difficulties in collaboration between functions and channels.

How?

Operating Models

Roles & Responsibilities

KPIs & Reporting

Cross-Functional Processes

Roadmap & PMO

Results

An organization that translates customer and business goals into decisions and execution. With clear accountability, performance management against measurable targets and less friction.

AI doesn't just change processes. AI changes customer experience and commerce.

AI creates new possibilities for analysis, automation and personalization. At the same time, it brings new touchpoints, new customer journeys and new demands on processes, data and accountabilities.

That is why I don't treat AI as an isolated technology project but as part of how customer experience, commerce and the organization evolve.

Engagement Formats

Depending on the starting point, I support companies on a targeted basis or over a longer period. At the strategic and operational level, and in implementation.

Advisory & Transformation

Analysis, strategic direction, roadmap and support for complex transformation programs.

Fractional Leadership

Temporary leadership and management responsibility for transformation, commerce and customer experience.

Workshops & Enablement

Working sessions for leaders and teams to make strategies concrete, prepare decisions and accelerate implementation.