Member Since: 4th Sep 2017
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A member of the leadership team of McKinsey's European Marketing & Sales Practice, Harald leads the global customer experience service line and the collaboration with the Disney Institute, and co-leads our EPNG work in retail and new downstream. He focuses his work primarily on commercial transformations in contract-based industries and consumer goods, and brings deep expertise in customer experience journeys to his work.
Most recently Harald has helped clients evolve their customer experience strategies from a focus on single touch points to delivering customer journeys, which encompass all customer interactions and have much stronger impact on customer satisfaction and business growth.
Harald has been published in numerous international journals on the subject of customer experience.