As a seasoned Customer Experience (CX) Strategist, I bring over 25 years of international experience in shaping and delivering customer-focused strategies across complex, multicultural organisations. My background includes extensive operational leadership, strategic programme development, and hands-on improvement of customer-facing processes in both mature and emerging markets.

From 2012 to 2019, I served as Group Vice President at ABB Group, where I led the global Process Excellence in Customer Care initiative, overseeing customer experience strategy, in-house consultancy, and training across more than 100 countries.

 

Prior to that, I managed a Tokyo-based joint venture, leading B2B sales and service operations throughout the Asia Pacific region. My earlier roles in customer-facing operations, including at Frankfurt Airport and with TWA in Munich, provided a strong foundation in people management and empathy-driven service delivery.

​

My core areas of expertise include Customer Journey Mapping, Voice of Customer programmes (covering NPS, CSAT, Customer Effort Score, and beyond), customer complaint management, and the design of customer-centric processes and organisational structures. I have also worked extensively with leadership teams to align business goals with customer needs, leading to tangible improvements in loyalty, satisfaction, and operational efficiency.

​

In parallel to my strategic work, I have developed and delivered training and coaching programmes on all continents, working with leaders and teams from a wide range of industries. Whether in person or virtually, I focus on equipping professionals with the mindset, motivation, and methodologies needed to embed customer experience principles deeply within their organisations. My approach blends academic rigour with practical application, informed by decades of real-world experience.

​

I am fluent in English, French, German, and Italian, which enhances my ability to connect and communicate across diverse cultural and linguistic environments.

​

While I was previously a founding member of the European Customer Experience Organization (ECXO), I am now an active and proud member of the XM Global Collaborative, a global network of professionals committed to advancing the practice of Experience Management worldwide.

​

*Sherpa

A byword for guide or mentor. Sherpas are renowned for their hardiness, expertise, and experience.