A little bit about me
To see my CV, please visit my Linkedin page.
I'm an experience architect
Instead of buildings, I help leaders like you envision and implement the customer, employee and shareholder experiences that sustainably drive profit and transformation.
I can be your team's individual sparring partner. Or if your ambitions require scaleability, I can bring along specialists who contribute their expertise in anything from neuroscience over customer anthropology to narrative design.
together with my 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.
Get in touch
Scroll down for a list with my main credentials in B2C, B2B2C and B2B.
Business to consumer
Adidas Group: assess customer-centric capabilities + initiate action plan
CIVB/Bordeaux wines: develop global customer advocacy strategy
Dela insurance: design a concept experience for the ‘funeral of tomorrow’
ING Insurance (Europe): introduce consistent customer experience design to drive #1 NPS position across all markets
McLaren Automotive: 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 European brand position + Develop new employee experience
Reebok Group: Set up a European outlet network for Reebok, Rockport, Greg Norman. Streamline & upgrade full price retail presence across all formats (2000+ locations)
Business to business/consumer
Bridgestone Europe: introduce minimum B2B(2C) customer experience standards for multiple segments
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 global 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 proposition (2021)
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)
© 2021 Alain Thys