Customer Experience Strategy
Over the past 20 years, I have worked in more than 10 various business and technical positions in Customer Experience at world-renowned companies such Microsoft, Adobe, and WPP : planning, execution, optimisation, operating models design and enablement, technology presales.
I now advice global companies in various industries to shift from campaign-centric to customer-centric models, and to move from a fragmented ecosystem to a unified platform, decreasing licences and operational costs, and improving experience of their customers, whatever they are online or in in the physical world.
C-Suite Advisory
The Gap
In many brick-and-mortar groups, executive leaders lack sufficient background in digital marketing. They often come from other critical business areas and rely heavily on consultancy firms that position themselves as “tech-agnostic.” These firms frequently deliver roadmaps that are not actionable or scalable because they avoid the technology dimension. As a result, tech providers must rebuild the strategy from scratch—use cases, architecture, integrations—leading to significant waste of time and money.
My Methodology
I help executives translate business ambition into actionable digital strategies by grounding decisions in both marketing logic and technical feasibility. I can bridge C-suite vision with operational reality, ensuring that roadmaps are measurable, scalable, and directly connected to martech capabilities. This prevents costly rework and accelerates alignment between strategy, technology, and teams.
Translator Between Marketing and Technical Teams
The Gap
Marketers often struggle to brief developers, architects, and IT teams effectively. Many do not understand how to operate martech tools or analyze campaign data beyond basic metrics like traffic or conversion rate. They underestimate the technical skills required for modern marketing. On the other side, developers are frequently disconnected from business impact—and sometimes indifferent to it. This mutual misunderstanding weakens execution quality and slows down innovation.
My Methodology
I act as a translator between marketers and engineers, aligning briefs, requirements, workflows, and KPIs. With a strong understanding of both business needs and technical constraints, I help teams collaborate effectively, improve campaign performance, and reduce friction. To do so, I created unique operating models, adoption frameworks and enablements paths that combine governance, training, and hands-on coaching to embed technology into day-to-day marketing operations.
Unified Marketing Ecosystem
The Gap
Companies consistently face challenges of a fragmented ecosystem. They have to build custom integrations between their various content systems (DAM, CMS, creative tools), analytics platforms, personalization engines, and CRM channels. Those links are often non existent or flawed. Without these links, omnichannel campaign design, execution, and optimization is slow, expensive, and inefficient.
My Methodology
I design end-to-end martech architectures that ensure content, data, personalization, and CRM systems actually work together. I identify integration gaps, define the right workflows, and structure teams so campaigns become faster, cheaper, and more effective. I bring the technical depth to build sustainable ecosystems—not just isolated tools.
Case studies and insights on customer experience management
“Build Your Personalization At Scale”
“Build Your Personalization At Scale”
Attracting More Women to Tech: A Societal Imperative – 5 Actions to Accelerate Progress
Attracting More Women to Tech: A Societal Imperative – 5 Actions to Accelerate Progress
”"You’ve gotta start with the customer experience, and work backwards to the technology.
Steve Jobs
Explore More Work
Scalable Data & AI Strategy
Scalable Data & AI Strategy
Consultative Selling for C-suite
Consultative Selling for C-suite
Courses