Nils Schmeling

Experience

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  KPN

  Jan 1997 - Jun 2010

  Responsible for the roll out of the Closed Loop Feedback process within KPN Business Market, part of NPS improvement. Executing many LEAN Six Sigma projects with lots of Kaizen, Customer Journeys in DMAIC format. Focussing on balance between efficiency (€) and customer experience (NPS) NPS driver calculation, and implementation of an NPS driven way of working in contact centers realizinga significant customer loyalty boost responsible for business wide customer excellence improvement (process & team focus) complaint management responsible for customer excellence approach at BU level Marketing & Productdevelopment

  • Programme manager NPS Closed Loop Feedback

    Dec 2008 - Jun 2010

  • Black Belt

    Jan 2006 - Jun 2010

  • NPS Projectmanager

    Jun 2008 - Dec 2008

  • Customer Care Manager

    Jan 1996 - Dec 2008

  • Formulemanager Customer Care

    Jan 2002 - Jan 2007

  • Programme Manager

    Aug 1998 - Jan 2002

  • Marketing & Product Manager

    Jan 1999 - Jan 2001

  • Product- Marketmanager

    Jan 1997 - Jan 1999
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  NECXT

  Jan 2010 - now

  Founder & Managing Partner

  In my role as Founder & Managing Partner at NECXT, I spearhead the shift towards customer excellence by embedding CX into organizational DNA. • Inspire purpose-driven leadership and employee engagement.• Activating and implementing customer processes to enhance satisfaction and loyalty.• Engaging customer experience leadership- and teamtraining

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  OLVG

  May 2010 - Jul 2010

  Projectleider

  Developing a corporate Onboarding Academy for all new staff.

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  Bugaboo

  Oct 2010 - Jun 2011

  Consultant

  Developing a customer excellence business model and calculation the financial NPS businesscase using market research and corporate data. With a great outcome and valuable company insights in the value of word of mouth.

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  KPN

  Mar 2011 - Jul 2011

  Programmamanager Customer Excellence (a.i. NECXT)

  KPN Managed Mobile Solutions is verantwoordelijk voor het gecombineed aanbieden en servicen van de totale KPN dienstverlening aan corporate klanten. Het Programma customer excellence was verantwoordelijk voor dat:- Een duidelijke WHY en HOW geformuleerd werden- LEAN daily management werd ingevoerd- Ketenbrede verbeteringen werden doorgevoerd- Dat het volledige management en alle medewerkers getraind werdenIn deze rol rapporteerde ik direct aan de directeur klantprocessen van deze afdeling. Deze afdeling heeft de ingezette werkwijze 3 jaar lang consequent doorgevoerd met als resultaat:- NPS stijging van + 60%punten- Klantgroep is verdrievoudigd Show less

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  DHL Supply Chain

  May 2011 - Oct 2018

  Customer Experience adviser & trainer (a.i. NECXT)

  Developed an in-house customer experience academy- approach, trained many teams (management & employees), performed many CX-scans at different sites in NL and Belgium, inspirational events and sessions on customer experience, CX-adviser for customized customers, branches & teams.

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  JACOBS DOUWE EGBERTS

  Jun 2013 - Oct 2013

  Corporate Trainer (a.i. NECXT)

  Developing and training an inhouse custom made Custom Excellence NPS Professional Academy. Including examination and certification. To senior management, senior marketeers and master blenders.

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  Axalta Coating Systems

  Sept 2013 - Oct 2016

  Customer Excellence Consultant (a.i. NECXT)

  Advising and guiding Axalta on different levels. Deliver inspiring customer events, realizing customer insights and presenting valuable insights to the management, selecting custom-fit and future-proof suppliers of customer insight tooling.

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  De Monchy International B.V.

  Apr 2014 - now

  Customer Excellence Consultant & Trainer (a.i. NECXT)

  Guiding DMI in in it's transformation into a Customer Excellent organisation. WHY and corporate value definition, CE Academy for all employees and management, creation of an internal CE-ambassador team, training and performing customer journeys on key processes, continuous management guiding

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  Beeckestijn Business School

  Aug 2014 - Nov 2022

  Kerndocent Customer Excellence

  Kerndocent in Customer & Service Excellence leergangen. Customer journeys - service metrics - performance verbetering & veel cases.

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  Roche

  Feb 2016 - now

  Customer Experience Consultant (a.i. NECXT)

  International Inspiration Tours - Agile Working - Setup teal organisation structure - Cycle Meeting organisation - Event Programme Design

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  ING

  Nov 2016 - Jun 2018

  Customer Lead of Innovation Start-Up (a.i. NECXT)

  As part of the Wholesale Bank Innovation accelerator program I am the Customer Lead of the start-up "Working Capital Solutions as a Platform". We focus on improving the client experience related to working capital solutions and investigate if blockchain is a possible technology in this field. I am a member of this accelerator program, following the ING innovation process, based on Lean Start-up, Design Thinking and Agile & scrum.

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  CCO NETWERK

  Mar 2017 - Nov 2022

  Founder

  Het Chief Customer Officer (CCO) Netwerk heeft tot doel om de klantgerichtheid in organisaties te versterken, met als resultaat een directe stijging van NPS en bedrijfsresultaat. Het CCO Netwerk biedt inspiratie (4 jaarlijkse bijeenkomsten met bijzondere gasten vb Gerard van Grinsven, Danielle Braun, Ronald Touwslager, Teun van de Keuken e.a.) op een bijzondere locatie én in een veilig netwerk.

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  New Forest Sessions

  Feb 2018 - Nov 2022

  Co-Founder New Forest Sessions

  New Forest Sessions organises programs and facilitates small groups of business owners and leaders looking for a way to escape the operational day to day business and refocus on their strategy and growth. The multi day sessions are organised in nature as New Forest Sessions believes the best creativity is unlocked by walking and talking with peers. Sharing experiences and learning from each others mistakes and successes helps the participants in their own business.

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  Erasmus MC

  May 2020 - Jan 2022

  Leiderschaps Coach & Trainer Klantbeleving

  Coaching a senior Leader & Delivering Customer Experience Training to employees

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  Microsoft

  Feb 2021 - now

  Customer Experience Consultant (a.i. NECXT)

  Supporting a global Customer Experience approach

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  Heinenoord Assuradeuren

  Jun 2023 - now

  Customer Experience Consultant (a.i. NECXT)

  inspiration on CX approach, customer strategy, inspiration tours, benchmarking and moderating customer arena's

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  CX Speakers

  Oct 2024 - now

  Founder CX Speaker Agency

  • Spearheaded the creation of a Speaker Agency focused on customer-centric speakers, inspiring leadership teams and board meetings.• Curated a roster of top CX speakers and in-company experts to provide impactful and uplifting presentations.• Successfully established www.cx-speakers.com as a go-to platform for inspiration and motivation in the CX industry.

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  Dubai Model Centre

  Nov 2024 - now

  Member of the 'Hamdan Bin Mohammed Program for Government Services' (HBMPGS)

  delivering a customer experience maturity scan on government services including advice for improvement