Leadership & Customer Experience consulting to help you scale without losing clarity, culture or control.
I’ve built what you’re now struggling with — scaling teams, protecting customer intimacy, and leading through chaos.
25+ years leading and scaling Customer Service & CX teams across Europe — turning firefighting chaos into scalable structures.
Choose the level of support you need - from a 90-minute clarity call to a full fractional CXO partnership.
Clarity Call
90-minute session
Rapid diagnostic on leadership & CX
Actionable notes you can apply immediately
Optional recording included
Strategy Day
1 full-day intensive
Full day deep dive with your team
Leadership & CX scaling blueprint
Prioritized 90-day roadmap
Coaching
Monthly retainer
Fractional VP/Chief CXO guidance
Weekly leadership cadence + reviews
Measurable outcomes (retention, NPS, clarity)
Clarity Call
(90 min)
For founders/executives who want sharp diagnosis and next moves.
• Pre-work (10 min): ultra-short intake (context, goals, one bottleneck).
• Live diagnostic (90 min): leadership + CX/CS lens, system map of “people • process • platform”.
• 3–5 leverage moves: highest-ROI actions you can take within 2 weeks.
• AI quick wins: 1–2 specific automations or prompts to remove friction now.
• Deliverables (48h): recording + 1-page summary + next-step options.
• Outcome: clarity on where to focus first, what to stop, and how to get early proof.
Perfect if you need an outside brain to cut through noise.
For teams that need a concrete plan and shared alignment.
• Executive Brief: crisp problem statement, success criteria, guardrails.
• Architecture Map: how customers, teams, data, and tools flow (and where value leaks).
• 90-Day Roadmap: 6–12 prioritized initiatives with owners, milestones, KPIs.
• Operating Cadence: decision rhythm, meeting templates, KPI cockpit outline.
• AI Enablement Pack: 3–7 use-cases (service quality, escalation, VoC synthesis, ops).
• Risk Register + De-risks: what could break, and how we pre-empt it.
• Deliverables (72h): PDF deck + editable roadmap + implementation checklist.
• Outcome: alignment, focus, and a plan you can execute Monday morning.
Bring founder + 1–3 leads (CX/CS, Ops, Tech).
Ongoing Coaching
(monthly)
For leaders who want a seasoned sparring partner and execution momentum
• Cadence: 2–4 deep sessions/month (recorded), async support with 24–48h response.
• KPI Cockpit: define & review leading indicators (NPS/CSAT, AHT/FTF, churn risk, quality).
• Leadership systems: hiring/interviews, feedback loops, escalation playbooks, QA.
• Customer Experience: journey repair, VoC to action, “moments that matter” design.
• AI Integration: prompt libraries, pilot automations, change adoption with the team.
• Quarterly Review: strategy refresh, resourcing, risks, next bets.
• Outcome: consistent progress and fewer “founder bottleneck” moments.
Can flex between advisory, hands-on support, and light fractional leadership.
