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If these thoughts sound familiar, we should talk.
If so, we should talk. |
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What I doI help you imagine and implement customer transformation for differentiation, profit, and human impact.
How? I use The Transformation Code—blending science, business, and design—to help your teams focus on what matters most to customers and set new industry standards. While traditional frameworks have their merits, they often oversimplify challenges into single scores or tidy consultancy graphics. By addressing complexity head-on and unlocking human potential, I help leaders achieve results that last. When you're ready to take action, here's how I can help: 👉 Need strategies to differentiate and inspire your teams? Let's co-create them one-on-one. 👉 Ready to challenge your industry? I'll assemble The Transformation Architects, a global network of experts turning insights, science, and foresight into new profit opportunities like no other. 👉 Not sure where to start? Let's find clarity, together. |
My services
Does the above resonate? Then let's collaborate in one of these three ways:
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Why work with meOver the past 30 years, I’ve partnered with leaders at Lexus, ING/NN, Grant Thornton, Generali, and others to reimagine customer strategies, align teams, and deliver experiences that drive results. Together, we’ve influenced the experience of over 500 million customers globally, across industries from steel wires to wine.
These projects, along a decade of deep research into what truly drives transformation, shaped the foundation of The Transformation Code: a framework that blends science, business, and design to move beyond ineffective management clichés and deliver transformative impact for customers, organizations, and markets. |
Testimonials
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With his collaborative, commercial and hands-on approach, Alain sparked a fire for customer experience across the company from the moment he started.
Alexandra de Greck
VP, Head of Global Operations & Customer Experience / Oriflame
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From our first interactions, I thought: Wow, this guy's sharp - super smart & also super honest. He exemplifies the concept of radical candour.
James Wallman
CEO / World Experience Organisation
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Alain helped define and form our customer-centricity program. His extraordinary skill to listen, understand and bring everything into the context of his client is amazing.
Dominik Endler
VP Customer & Commercial Excellence and CMO / Bekaert
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One of the most effective and brilliant sessions on customer-centricity I ever attended.
Roberta Callarà
Director of Sales & Marketing
/ Hotel Savoy Rome
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Alain has worked with us on our CX agenda from the beginning. He brings clarity, relevance and a commercial mindset that helps to engage a diverse and international audience.
Paul English
Global Leader - Markets & Clients / Grant Thornton International
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Alain’s unforgettable speech was a masterclass in presenting and truly one of the best talks I’ve ever attended.
Michael Lai
Dean of X Thinking Institute - SVP & Senior Partner
/ Tang Consulting
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For the first time in my life, I got a more structured way of thinking about customer experience and client satisfaction
Nikolaas Tahon
Global Board Member / Deloitte
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Alain was very inspirational. People love him and his stories. (With his team he) helped us make our story an attractive one for our peers and leaders. His presentations at the leadership conference had a very big impact.here to edit
Carmen Soare
Former CMO / NN Romania
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Alain provided a perfect keynote opening to our global Design Forward event.
James Carter
Global Brand Manager / Experian
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Success snapshots
Wondering how this strategic talk turns into action? Dive into some real-world stories by clicking on the titles below.
For a more complete list, check out my about page. Would your business fit this list?
For a more complete list, check out my about page. Would your business fit this list?
Luxury automotive
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Since 2006 we have regularly helped Lexus reinvent the luxury automotive experience. The brand's programmes have raised the industry's bar in Europe, LATAM, the Middle East and Asia and drove continuous growth.
In late 2021, we helped the company with a Journey of Inspiration to start its next experiential design drive. |
STEEL WIRE & COATING
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With a global leader in steel wires and coating we co-created and introduced an internationally aligned set of customer promises linked to their new brand identity.
In spite of a challenging economic climate, these will help the business differentiate by bringing to life its brand promise. |
INSURANCE
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When the insurance giant Generali Group decided to establish new customer experience standards, they aimed for more than merely 'meeting expectations'.
So after reviewing global customer voice data and looking at key consumer trends we worked with a global, cross-functional team of experience champions to define a clear Generali difference at every stage of the customer relationship. Thus creating a platform for short- and long-term differentiation. |
BEAUTY & WELLNESS
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To enter its next phase of growth and increase customer loyalty, we helped the global beauty and wellness company Oriflame create a set of customer promises that would truly differentiate it from any direct sales company on the planet.
We are currently assisting the different functions and markets to turn these promises into 'customer noticeable' activities. |
EMPLOYEE EXPERIENCE
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To increase employee engagement with a strategic change, we helped Toyota Motors Europe reconsider its work experience at every stage of the employee relationship.
The final design balanced the employee's needs with the (behavioural) goals of the business. |
WORK AS AN IMMERSIVE EXPERIENCE
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For a London based global HQ, we asked a team of architects, experience designers and neuroscientists to reimagine work as an immersive experience.
The resulting mix of spaces, stories and behaviours created an office concept that both attracts talent and encourages it to live the company values. |
DEATH CARE
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For a leading crematorium, we developed a death care experience that departs from the industry's fixed habits, to deliver the meaning and transformation that humans need.
The resulting experience guide will be gradually implemented, culminating in a new crematorium's opening in 2028. Spin-off activities in the broader death care arena are also considered. |
Electronics & medical company (Net promoter)
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When Philips International pioneered the Net Promoter System in the electronics and medical industry, we helped them roll it out across 65 countries and multiple B2C and B2B segments. Being one of the first in the world to internationally turn recommendation feedback into profit.
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Who I work best withMy best work happens with:
👉 Premium businesses navigating complexity across markets, teams, and stakeholders, typically generating €50M+ in turnover−or ambitious to get there. 👉 Leaders who are ready to invest in real transformation and align their teams for differentiation, lasting profit, and human impact. If this sounds like you, let’s explore what’s next. |
