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.
Either way, 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.
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.
Either way, 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.
Selected credentials
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
Business-to-business
- 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)
