I am your experience architect
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Hi, i'm AlainI've learned customer-centricity the hard way.
It taught me that tools can matter, but only when they are fueled by passion. Passion for the customer as a fellow human being. Passion to deliver experiences that make a difference. Passion to do what is right. As an experience architect, I help large organisations (re)kindle this passion. Focus on what truly matters beyond the chatbots, scores and journey maps. Build clarity. Empower people. Continuously evolve, even disrupt. And yes, turn those hard earned customer smiles into cash. I'm not a consultant. I'm a hands-on partner. With my teams, I've had the privilege to affect the experience of over 500 million customers worldwide. We've worked with over 30 brands and touched over a million stakeholders. Creating hundreds of millions in value. And many more smiles 🙂. Scroll down for my credentials, visit my Linkedin profile for a full CV. Or better, contact me, so we can get acquainted over a (virtual) cup of coffee. |
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)
I don't walk alone
Over the years, I've assembled a network of 100+ trusted experts from a wide variety of fields. This allows me to scale from one person sparring sessions to global roll-outs. As a team, we can probably match any ambition level.
Global reach
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Broad capabilities
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