I'm a Customer Experience and Operations leader focused on helping organizations scale without losing their human touch.

For more than 15 years, I've built operations from the ground up and scaled teams into the hundreds. Along the way, I've learned that outstanding customer experience isn't just about lofty visions — it's about the operational backbone: processes, systems, and technologies that deliver excellence consistently and sustainably.

In today's technology-driven era, that foundation matters more than ever. AI and automation can supercharge both customer experience and operational efficiency — but only if applied with discipline. Too often, companies deploy tools that dilute their brand promise, automate the wrong things, or accelerate inefficiency instead of scaling excellence.

My focus: designing scalable, customer-centric operations where technology and AI amplify human connection rather than replace it. Where automation strengthens both efficiency and loyalty. Where the invisible machinery of robust operations creates experiences that feel effortless to the customer.

That means getting the fundamentals right: processes that scale, teams that execute, systems that integrate, and technologies that enhance rather than commodify. This is where strategic vision meets operational reality — because ideas without execution are just expensive slides.

Background: 15+ years in customer experience and operations leadership, with an academic foundation in industrial engineering (Wirtschaftsingenieur, KIT).

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