To see my CV, please visit my Linkedin page
|
Hi, I'm AlainI'm an experience architect
I help leaders like you envision and implement the customer, employee and shareholder experiences that drive profit, reinvention and transformation. I can be your team's individual sparring partner. Or I can bring along specialists from a wide variety of disciplines. Together with these teams, we've influenced the experience of more than half a billion customers and 350,000+ employees world-wide. Generating hundreds of millions in value – and even more smiles – along the way. So let's have virtual coffee. Perhaps we can do the same for you. |
100+ world-class, trusted experts at your service
Our movie-studio team structure allows us to scale from one person sparring sessions to 100+ country roll-outs. So what ever your ambition level, we can probably match it.
Global reach
|
Broad capabilities
|
Selected credentials
Here are some of the projects I have personally led. Do get in touch if you'd like to know more.
- Adidas Group: assess customer-centric capabilities + initiate action plan
- Audi Group (global): develop CX governance & organisation
- CIVB/Bordeaux wines (global): develop customer advocacy strategy
- Generali Group (global): formulate target journeys, standards & capabilities
- ING Insurance (Europe): introduce consistent customer experience design to drive #1 NPS position across all markets
- McLaren Automotive (Europe): introduce emotion into a mostly rational sales approach
- Mercedes CAC (global): align all parts of the business on a common vision for customer-centricity + implementation roadmap
- Lexus Europe: Lexus Experience advisor (intermittently from 2006-2021)
- NN International: develop a customer insight-led digital lead generation strategy and framework
- Toyota Europe: Set up a pan-European VoC system + action programme. Help refine Toyota’s brand position + Develop new employee experience
- Reebok Group (Europe): Set up a outlet network for Reebok, Rockport, Greg Norman. Streamline & upgrade full price retail presence across all formats (2000+ locations)
- Bridgestone Europe: introduce minimum B2B(2C) customer experience standards for multiple segments
- Lantmännen Unibake (Europe): Create a new range of savoury bake-off products aimed at more health-conscious consumers
- Philips (global): Introduce NPS to Senior Leadership teams, develop a (digital) customer intimacy vision, transform global marketing capabilities from product/brand to customer/technology
- Vodafone (global): customer journey mapping (residential, SoHo and corporate), advocacy moment design, partner market support
- Avery-Dennison (EAM): Improve key account management practices
- Deloitte Accountancy (Belgium): introduce a total client fitness programme
- Etex Group (global): set up a marketing academy introducing the concepts of customer journey mapping, insight generation, elevator pitching, …
- Fortis Investments/ABN-AMRO/BNPP-IP (global): rebranding the business (twice) while maintaining investor relations
- Gemalto (global): reshape customer management/sales approach from technical selling to story-selling
- Grant Thornton (global): set up a client experience management framework, develop client journey activation programme, general advisory role, design a concept experience for the post-Covid office
- Management Centre Europe: reposition the business + transform major account management process + develop new value propositions
- Mondi Group (global): develop customer experience framework + key CX Academy content
- Strategia Analytics: clarify the market proposition and story
- Teijin Aramid (Europe): introduce best practice customer management
- Wabco (EMEA): develop 5-year strategy vision
- WireCo Group (global): Co-create 3 year roadmap and action plan to customer-centricity (incl. business case)
