Description

You don’t need another vague vision, another shiny tech stack, or another “customer-centric” slide deck.

You need clarity. You need traction. You need results.

I help companies cut through internal noise, align around what really matters to their customers, and build the kind of experiences that create loyalty, efficiency, and growth — all at once.

I’ve been in the trenches for over 20 years. Led strategy work, built a consultancy, worked with execs, ops teams, tech vendors, and frontline staff. I've seen where CX succeeds, where it fails, and why most transformation efforts never stick.

Now, I work with ambitious companies who are done with lip service. Together, we turn customer experience into a serious strategic lever — not a side project. I bring structure, speed, and straight talk. You bring the willingness to change.

If you want a partner who’ll challenge your assumptions, ask the hard questions, and help you build something that works in the real world — let’s talk.

My clients included global B2C companies like Weber, Vodafone, Toyota, Mercedes, ING and IKEA, and B2B giants like Shell, AstraZeneca, Swiss Re and ETEX.

Industry field of expertise

Languages

German
Native or bilingual
French
Basic
Dutch
Native or bilingual
English
Native or bilingual

Workplace preferences

Can work on-site

Antwerp (up to 50km), Düsseldorf (up to 50km), Amsterdam (up to 50km), Brussels (up to 50km), Maastricht (up to 50km)

FUTURELab
Partner & Founder
March 2003 - Today (23 years and 3 months)
Antwerp, Belgium
We are customer strategy and VoC consultants with a passion for profit and innovation. At Futurelab we help companies identify and act on new profit opportunities for their business. This we do through publications, speaking engagements, inspiration days and advisory services. We are the European specialists for profitable NPS / Net Promoter Score® implementations. Recent clients include Volkswagen, Sonepar, ETEX, IKEA, DELA, Austria Telekom Group, Vodafone Group, Lexus, Toyota Motors Europe, Vodafone Ireland, Vodafone Czech, ING, Grant Thornton, Shapeways, Deutsche Bank Belgium, Sanoma, Fortis, BNP Paribas, BAT, Japan Tobacco, Chevrolet, Athenian Breweries (Heineken, Amstel, ...), Astra Zeneca. As one of the founders, I have taken over the position of Managing Director per 15 September 2017
Customer Journey Change Management marketing consultant artificial intelligence
FUTURELab
Managing Director
September 2017 - Today (8 years and 9 months)
Antwerp, Belgium
We are marketing and customer strategy consultants with a passion for profit and innovation. In Futurelab we help companies identify and act on new profit opportunities for their business. This we do through publications, speaking engagements, inspiration days and advisory services. We are the European specialists for profitable NPS / Net Promoter Score® implementations. Recent clients include IKEA, DELA, Austria Telekom Group, Vodafone Group, Lexus, Toyota Motors Europe, Vodafone Ireland, Vodafone Czech, ING, Grant Thornton, Shapeways, Deutsche Bank Belgium, Sanoma, Fortis, BNP Paribas, BAT, Japan Tobacco, Chevrolet, Athenian Breweries (Heineken, Amstel, ...), Astra Zeneca, Management Centre Europe, Avery Dennison, Ogilvy, SuperOffice, TeleAtlas etc. As one of the founders, I have taken over the position of Managing Director and Chairman of the board per 15 September 2017
FUTURELab
Chairman Of The Board
November 2014 - Today (11 years and 7 months)
Antwerp, Belgium
As Futurelab grows, we are implementing a new structure with more partners, new countries, and a management board, which I have joined on November 1st 2014 And as of 15 September 2017 I have taken over as Chairman of the Board.