What I've done and where I've been

I believe I'm only as good as my next project. But as part of your decision process you probably want to know what I've done and where I've been.

The table below tries to answer that question.
While I cannot divulge anything confidential, I can elaborate on some cases in a personal conversation (subject to an NDA).

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• • Global furniture retailer: Develop AI principles and narrative
  • 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 
  • Non-food retailer (global): develop AI movement & strategic narrative (Story)
  • 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
  • Oriflame: develop & launch global customer and brand partner experience (2,000,000 distributors)
  • 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
• • Pontes crematoria: Rethink and redesign the farewell experience for what humans really need.
  • 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 a conversation?

Whether you want to land a customer, organisational or market transformation, I'm sure we have plenty to talk about.​

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