Freelancer profile translated to English.
Back to original languageAbout Markus
As Managing Director of BETAMODE GmbH**, I support companies in commodity markets to differentiate themselves in price-driven competition through targeted **customer centricityby going through **proven CX processes**.
Excerpt of companies I have successfully worked with:
BSH, ImmoScout24, Lufthansa, ProSiebenSat.1, Sixt, and E.ON
I am acertified Scrum Product Owner(CSPO) andguest lecturerin Customer Experience Management at DHBW.
When is a good starting point for a joint CX project?
KPIs currently not on target
A good indicator for the need for a CX project are metrics such as NPS and CSAT, which need to be increased. We identify the essential pain points and derive the biggest levers for optimization. This expands current measures with the valuable qualitative perspective.
Strategic relevance exists
Digitalization, AI, energy transition, and innovations – CX projects are carried out, especially in strategically relevant
business areas and critical sales channels. Classic value pools are: increasing sales, reducing costs, and customer loyalty.
Ongoing customer centricity
80% of brands believe they offer an excellent customer experience – only 8% of customers agree with the brands in this assessment*. It is important to prevent this enormous discrepancy through ongoing analysis and optimization of relevant customer journeys. *Study by Accenture Interactive and Adweek, 2021
German
Native or bilingual
English
Fluent
Can work on-site
München (up to 50km)
Experience
- BETAMODE GmbHFounder & Managing DirectorCONSULTING AND AUDITSJune 2021 - Today (5 years and 2 months)München, GermanyWe collaborate with CX-centric companies and empower those that are yet to become so. We stand for a fresh external perspective, efficient processes with clear milestones, and actionable measures based on data from people and markets. We are not a full-service agency, but specialize in CX Consulting in the areas of Research, Analysis, Strategy, and Qualitative Validation:1. CX ResearchExploratory customer interviewsMarket & CompetitionBest Practices & Trends2. CX AnalysisAnalysis of existing data & insightsReview of relevant CX metricsEmpathy & Stakeholder Mapping3. CX StrategyEnd-to-End Customer Journey MappingAlignment of Value Map & Customer ProfileRoadmapping4. CX ValidationBusiness ExperimentsDesign SprintsDigital PrototypingQualitative Testing
- Gastdozent Duale Hochschule Baden-WürttembergGuest Lecturer Customer Experience ManagementEDUCATION AND E-LEARNINGJuly 2023 - April 2024 (9 months)Heidenheim an der Brenz, GermanyIn the lecture "Customer Management," I share my practical experience with students in their 4th semester. We address the big questions of CX:What relevance does customer enthusiasm have in the competitive differentiation of (digital) products and services?How does a multi-stage customer journey analysis work to filter out the "right problems"?To what extent can Design Thinking be used as a problem-solving process to prototype and test new idea concepts?How are the results measured, actionable measures derived, and the customer experience iteratively improved?
- NoPilotsCo-Founder & Managing PartnerCONSULTING AND AUDITSMay 2018 - August 2022 (4 years and 3 months)München, GermanyNoPilots offers solution-oriented innovation programs to enable interdisciplinary corporate teams to solve major business challenges, respond to new market developments, introduce new methods and processes, develop rapid prototypes, and get tangible answers faster.Design Sprint Facilitation & CoachingUser Experience Research & Usability TestingProblem Framing Workshop & Ideation
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Education
- Master of ArtsMunich Business School2015Sports Business and Communication | Auslandssemester an der Victoria University, Melbourne
- Bachelor of ArtsDuale Hochschule Baden-Württemberg2012BWL - Dienstleistungsmanagement / Dienstleistungsmarketing | Auslandssemester an University of California, Santa Barbara
Certifications
- Innovating with DataIDEO U2024
- AI Product Manager, Nanodegree ProgramUdacity2019