Meet the Team
We are two former global executives who have built, scaled, and operated customer-centric systems and business improvements in large, complex and regulated organizations. Together, we combine this expertise and will help you turning customer signals into measurable business improvement.
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Annette brings more than a decade of experience designing enterprise CX strategies, analytics frameworks, and feedback-to-action operating models across different businesses. A global CX leader and Forrester Certified CX Professional, she has unified customer-facing functions under shared goals, embedded customer insight into executive decision-making, and guided organizations through CX maturity transformations globally. Having worked both inside a leading CX platform provider and as a senior CX executive, she knows where traditional VOC approaches create value - and where they quietly limit impact.
Volker brings 25+ years of experience turning customer insight into action at enterprise scale. As a former global CX and Operational Excellence executive, he has designed and led CX improvement systems that move organizations toward signal-based, behavior-driven experience improvement. His work has helped global organizations reduce friction across critical journeys, and translate customer signals into operational change—delivering lasting gains in business impact, experience, and engagement. Creating a tailored experience system, he helps CX teams move from listening to customers to fixing what actually breaks the experience.