About me

I drive customer-centric innovation to help brands achieve real business impact and deliver on their promise. That is what we aim to achieve at Essense, helping our clients achieve business success by driving cross-functional collaboration with a customer centric way of working. We’re addressing siloed working by driving alignment from a customer journey perspective.

Before founding Essense, I gained 10 years of corporate & professional experience in customer research and experience design at Microsoft Corporation and Vodafone Group.

Specialties: Customer experience, Journey management, Brand differentiation, Service Design, Proces Management, Personalisation & Segmentation, Loyalty, Omnichannel strategy, Segmentation, Governance and Experience design.

I love brands that are delivering on their core purpose and brand promise and I am fascinated about getting all departments aligned to achieve that. I am a firm believer in service design approach of holistically looking at your service offering and using customer journey management to get all disciplines to align and contribute. I love to inspire executives on how to operationalise this in their organisation.

I am available for:
– Management inspiration session
– Monthly 1-1 leadership coaching
– Event Keynotes
– Forum chair

You can contact me at hello@haraldlamberts.com or via LinkedIn.