To see my CV, please visit my Linkedin page

​Hi, I'm Alain

I'm on a mission to create experiences that make a difference
Literally, by differentiating the businesses I work on. Metaphorically, by enriching the lives of their customers, employees and stakeholders they touch. By creating a better tomorrow.

It's fun, useful, profitable and, ... needed
Our drive to be effortless, seamless and increasingly digital have added great value. Yet it also led to a world where most brand experiences feel the same. Some could even say they’re not really ‘experiences’ at all.

I propose that together, we make a change
Sure, let’s keep making life easier and more intuitive. But let’s also make it more interesting. Create moments that matter. That are memorable. That transform the people they touch. Why not even society. 

So let's talk, if you are ready to think beyond today’s boundaries.
Let’s combine our minds to co-create the next level for your business. One where you offer your customers, employees or stakeholders something that is worth being called an ‘experience’.

I can come alone, or bring along experts from many fields
With these teams, we've influenced the experience of 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. See how we can 'make a difference' together.

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

Main credentials

Here are some of the projects I have personally worked on. 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 and introduce target journeys, standards & capabilities 
    • ING Insurance (Europe): introduce consistent customer experience design to drive #1 NPS position across all markets
    • McLaren Automotive (Europe): clarify the McLaren Ideal Customer Profile and 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
    • Ozon.ru: Develop a 5 year customer strategy & supporting 2 year marcom strategy.
    • Reebok Group (Europe): Set up a outlet network for Reebok, Rockport, Greg Norman. Streamline & upgrade full price retail presence across all formats (2000+ locations)​
    • Sanoma Magazines International: Develop an audience-centric operating model (CZ) and a best practice sharing/digital innovation programme (CEE)
    • Shapeways: Develop and setup a global NPS programme for makers and customers.
    • Toyota Europe: Set up a pan-European VoC system + action programme. Help refine Toyota’s brand position + Develop new employee experience
    • Bridgestone Europe: introduce minimum B2B(2C) customer experience standards for multiple segments
    • Coca-cola East Japan: Facilitate the integration of the commercial operations of Japan’s five largest bottlers into one organization
    • 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
    • Weber-Stephen: Implement B2C/B2B Net Promoter programme, shape training & behavioural programmes.
    • Avery-Dennison (EAM): Improve key account management practices
    • BD (Belgium): Develop next level customer strategy options in view of a private equity transaction
    • Brightfish/Kinepolis (Belgium): General customer & strategy advice (advisory board)   
    • ​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)

Shall we have (virtual) coffee?

We have successfully helped global leaders drive profit through customer experience.
We've done it for Philips, Lexus, ING/NN, Vodafone and many more. We can also do it for you.