Freelance consultant in Digital transformation & CX
strategy › project delivery › change management
I help companies accelerate their digital and customer experience transformations, delivering measurable growth, greater operational efficiency, and increased customer loyalty.
With a passion for business transformation, I guide clients from the definition of strategic vision & roadmap all the way through project delivery and change management, ensuring initiatives are implemented effectively and embraced across the organization. My result-oriented approach engages stakeholders and teams, breaks down silos and ensures initiatives are embraced across the organisation for a lasting impact.
With 20 years of hands-on experience across multiple industries, I bring deep expertise in digital strategy, customer experience, data & analytics, CRM, and end-to-end project management.
Project & Transformation. Delivered.
There is nothing that drives me more than getting things done !
Through my 20 years professional experience I’ve led 50+ projects, both as an internal employee and as an external consultant.
This experience is now at your disposal to help define the right strategy and lead your project to tangible results.
Customer Experience
“If you don’t take care of your customer, your competitor will.” – Bob Hooey
Focusing on the Customer is the best strategy to acquire new clients and increase loyalty from the existing ones.
My pragmatic 3-steps approach towards a great customer experience and organic growth will get you ahead of your competitors.
Digital
Today, Digital transformation is powered by the seamless integration of data & analytics, advanced digital solutions, automation, and artificial intelligence
I help organisations to unlock the full value of their data (actionable insights and smart decision making) and boost their efficiency (automation and cost saving).
Project & Transformation management
➤ Analyzing data for an in-depth understanding of the business challenge
➤ Defining a solid strategy and business case
➤ Rolling out projects according to the roadmap with a solid project management approach
➤ Breaking silos’ and engaging all stakeholders across the company
➤ Understanding barriers to change to deliver an efficient change management plan (ADKAR)
➤ Tracking KPIs to monitor the added value
➤ All this, supported by a pragmatic and result-driven mindset
👉 Are you looking for support to implement a challenging project and/or go through a significant change?
Customer focus
➤ I’ve supported many companies to grow their revenues by improving their Customer Experience and developing impactful digital marketing. Some of the projects I delivered :
✓ Implementing a customer experience strategy based on 1) customer journeys and customer insights (VOC & market research); 2) improvement projects and closed loop; 3) customer-centric company culture
✓ Digital marketing optimization (SEO, UX, Social, Web Analytics) and launch of the very first automotive e-commerce website in Belgium
✓ Setup of a new CRM campaign management department and tool (Salesforce), delivering strong customer engagement (email open rate >35%)
✓ Customer Data projects, in close collaboration with IT: MDM, GDPR, predictive models, …
✓ Growth strategy with 10% increase in lead acquisition
✓ Redefining the marketing operating model and agencies panel (achieving several m€ yearly savings)
👉 Are you looking to acquire more customers and increase the loyalty of the existing ones?
Digital & Artificial Intelligence
Throughout my career I had the opportunity to support many organizations with various steps of the digital transformation
- Identifying the opportunities brought by the new digital technologies and assessing their business impact & priority
- Leveraging data: dashboards to make smarter decisions and predictive models to grow the business
- Automating tasks to increase efficiency and free up valuable
I’ve also obtained the Microsoft certification on Azure Artificial Intelligence fundamentals
👉 Looking for ideas to Digitize your business?
Let’s get in touch
I look forward to delivering impact on your next project
Yannick Kessler
Freelance consultant & interim manager
Managing director of KEYAK
KEYAK srl – BE0799.238.329
Belgium