With 20 years of experience in the field, I am one of the global experts on Customer Centricity and Customer Experience.

If you’re looking for customer strategy, CEM, CX, customer journey management, customer-centric marketing, business strategy, or innovation, it’s time for us to talk. Not about green or blue hats, the latest shiny digital toy, or complex processes. But about profit opportunities, practical ideas, and concepts that allow you to differentiate your business in the marketplace and even transform your industry. In other words: “ideas that make money” - and practices that make your customers more loyal, happier, and more likely to recommend you.

I don’t come to this conversation empty-handed. Over the past 20 years, I’ve been an entrepreneur, a CEO and had the opportunity to work with senior teams at large accounts like Lexus, Toyota, Vodafone Group, ING, BAT Japan, Sanoma CEE, Heineken, Philips, Bank of Pireaus, JTI Ukraine, BNP Paribas Investment Partners, Novartis, Deloitte, Lowe, Ogilvy, and many others. While this experience gave me the opportunity to inspire them with new ways to grow their business, it also taught me a lot about what works and what doesn’t in business model innovation and CX.

So if you’re looking for the next idea to disrupt your market, do get in touch. You can find me at Futurelab, a strategy boutique I co-founded and where I head up the innovation practice, while also focusing on customer experience.

I am an accomplished speaker - I have given presentations and keynote speeches at many events, in Europe, the US, and Asia. Topics include customer-centricity, NPS, marketing innovation, social media, and many others.