Specialties:
* Customer Experience Path(R)
* Customer experience management (CEM)
* Customer experience strategy
* Customer experience design
* Customer experience journey mapping
* Voice of Customer (VoC), Voice of Employee (VoE)
* Omni-channel service design
* Customer loyalty
* Customer lifetime value
* Customer insight
* Customer intelligence management
* CRM
* Data-driven business
* Customer risk & reputation management
* Customer dialogue
* Customer lifetime relationship management
* Co-creation
* Competition management
* Business model innovation
* Business model canvas
* Innovating and identifying service & product opportunities
* Strategic planning, global roll-outs & product launches
* Social networks & communities
* Smart Shopping
* Digitalizing business
* Business process modeling (UML)
* User-centric design & requirements
* User experience design & testing
* Concept & UI/interaction design of multi-channel services
* End-user participatory research
* Digital media production (RUP/SCRUM)
* Content management & processes