To see my CV, please visit my Linkedin page

​Hi, I'm Alain

I'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
    • 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)​
    • Bridgestone Europe: introduce minimum B2B(2C) customer experience standards for multiple segments
    • Lantmännen Unibake: Create a new European 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 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)

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.