Process Optimisation & Customer Satisfaction

Bernd Engel

Bernd Engel


For 30 years I have been analysing customer and employee expectations and quality requirements, to deliver value-based and strong outcome focused customer and employee experience strategies. I am an expert in process optimisation across any organisation's value chain.

I can help you with

building customer satisfaction strategies, delivering process optimisation frameworks, delivering customer experience strategies, creating employee & customer engagement models, building customer life cycles, managing concept development & implementation & training


For 30 years, I have been a customer and employee experience management consultant with a passion for unconventional solutions. I adopted the KANO approach to helping companies work in a customer-centred manner, and this has been my primary career focus.

I have delivered complex Customer and Employee Experience projects in global, regional and local companies with 10 to 20,000 employees, and supported the entire organisation through implementation, which can take anywhere from 3-5 years.

My years of hands on experience, enabled me to identify a need in the marketplace; and as such I developed a flexible and experience led bespoke Software platform, Pro Guide; a fully integrated tool that supports employees through the customer experience implementation, and is now a critical part of my consulting framework and practise.

YEars of Experience

30 years


Pfungstadt, Germany

Countries worked IN

Germany, Austria, Switzerland, United Kingdom, Luxembourg


Retail, Transport, Energy, Automotive, Insurance, Financial Services