People

Storyteller – Simplifier – Strategist

Alain likes it best when the right thing to do is also a nice thing to do. That’s why he’s on a mission to make the world a more customer-friendly place. Not just because it’s nice, but because he has learned that customer-centricity is the most profitable strategy any business can pursue. 

Media maven – Pragmatist – Russia expert

Alexey Filatov is a non-broadcast media expert with over 10 years experience across European markets. He is a highly pragmatic consultant and has a portfolio of some of the largest OOH clients in Russia including Unilever, Nestle and SUN InBev.

Environmentalist – Marketer – Communicator

After completing her MBA in Milan, Beatrice spent several years outside of Italy, building an impressive marketing career. She worked for multinationals including Reebok Europe and Telfort (BT Group) where her passion for the environment soon led her to specialize in environmental marketing and communication.

Digital marketer – Integrated communicator – Food coach

Data insight – FMCG & retail – CRM expert

Danny is a widely experienced and well-connected strategic and commercial marketer. He has applied his team leading, project management and creative problem solving skills across a number of industries, countries and media. 

Loyalty creator – Consumer insight – NPS® accredited

Gitta believes that making customers happy guarantees long-term business success and that it’s the best way to conquer the competition. She is a creative loyalty and communication expert and a true customer satisfaction enthusiast. 

Brand re-inventor – Seeker of meaning – Innovative marketer 

Ingmar keeps brands ahead of the curve. He is driven by the philosophy that even the most innovative approaches involve going back to basics. He asks brands to reinvent their role as providers of value and view their marketing as a service.

Ethnographer

Iria Alba Lopez is a design strategist, ethnographer and change specialist with a passion for human-centric innovation.

CRM expert – 360° channel planner – Customer analyst

Jan’s career path has given him in-depth knowledge of CRM, one to one, customer analysis and segmentation, digital marketing technology, 360° channel planning (including interactive TV) and brand architecture.

Concept king – Brand guru – Creative pioneer

Jan Van Mol is unashamedly addicted to creativity. He has a deep respect for human creativity in all its forms. He was recently selected by I.D. magazine for their top 40 Unsung Heroes of the international creative industry.

Team developer – Deep transformer - Financial services

Jean-Luc is a financial and card services strategy expert with three decades of experience in marketing, sales and customer service management experience.

Nurturer – Sparring Partner – Change Agent

Joan is a special blend. His 20 years in HR, sales and marketing innovation have given him a unique hybrid, understanding of customers and an instinctive ability to create compelling brand stories via physical and digital experiences.

Brand architect – Deliverer of visions – Promise fulfiller

John has a gift for helping clients articulate, make and deliver on brand promises. He translates clients’ hopes and dreams into compelling corporate visions.

NPS® certified – Quality champion – Customer-driven

Juan dedicates his career to improving companies’ interactions with their customers. He specializes in the design and implementation of multi-channel customer experience and CRM strategies in large service organisations.

Net Promoter - Expert on customer focused change - Coach

Julia Beck is an Expert on customer focused change with more than 25 years' experience. Her unique approach is based on marketing and change expertise combined with profound understanding of core consulting skills. 

Strategist - Marketer - Make it happen

Passionate as an artist, number-oriented as a financier, processes oriented as an engineer and results-driven as a project manager, Laurent Bouty helps leading companies articulate, execute and present their Marketing strategies.

Unraveller – Performance pusher – Unlocker of potential

Michel is always looking for customer-centric puzzles to unravel. The trickier the better. Convinced that customer-centricity is the only way forward for businesses, Michel applies his leadership, management and out-of-the-box problem-solving skills to help them achieve it.

Media maverick – Pioneer – Innovator

Milton knows the value of a good concept. In our ‘era of plenty’ where everyone claims ‘new and improved’, Milton helps clients make innovation mean something.

Economizer – Media master – Agency relationships expert

Morten helps companies save big money on their marketing and media – locally, regionally and globally. With over 15 years of experience in media and communications and knowledge of over 80 markets worldwide, he brings international best practice to the table.

Strategist - Entrepreneurial Thinker - M&A Expert

Norbert thinks bigger, further and faster than most people we know. He is a gifted business analyst and results-driven marketer with more than 30 years international management experience. He holds degrees in Informatics and Management and is also a Certified Associate in NPS^®. We welcome Norbert to Futurelab as a Senior Partner focusing on data, metrics and change.

C-level cognoscenti – Team-builder – Marketer

Philip Greenfield has had hands-on experience in tackling some of the largest marketing challenges around. 

Operationaliser | Change driver

As Go2market leader and C-suite supporter, Pierre knows what a company needs, how to develop it, and how to drive implementation.

Facilitator – Behaviours coach – Agent of change

If you are not clear about your customer focus strategy Richard can help. If you are clear, then he can help make it happen. 

Founder - Teacher - CX consultant

Founder of Loyalty Metrics with a combined 15 years’ experience in management, NPS® and customer experience consulting.

Problem Solver – Innovator – Performance improver

Ronald is a disrupter, focused on finding the best solutions to improve your business performance. His key focus areas are business transformation & performance improvement, performance culture and the future of work.

Retail warfare strategist – Clear-thinker – Market developer

Scott has spent his working life creating and executing sales and communications strategies with a specific track record in new market development. He is a grounded pragmatist and passionate advocate for human-centric strategy. 

Business Coach – Motivator – Bringer of inspiration

When Thomas walks into the training room, you know something good is about to happen to you. Thomas passionately believes that the effects of training should infuse the workplace – immediately, permanently and measurably.

Client-facing - creative - results-oriented