Insights Excellence Transformation Lead

Domain Lead - Data Office

Management Consultant

Pfizer

Business Analytics & Insights - UK Lead

Customer Analytics and Insights

Regional Lead, Analytic Capability Development

Global Solutions Senior Manager, Data & Reporting Solutions

Business Support Associate

sanofi-aventis

Service Delivery Analyst

IS Project Implementation and Rollout Manager

Helpdesk and Desktop Support Manager

Server Analyst, Project Manager & UK IS Security Officer

IS Helpdesk Analyst

Greenwich Healthcare Trust (NHS)

IT Helpdesk Manager

Aelred Kuppan

CX-Advisory.com

With over 25 years of expertise, I specialize in various aspects of Customer Experience (CX) and Digital Transformation. My journey has taken me across diverse industries such as Pharma, FMCG, and Insurance, where I've spearheaded transformative initiatives. 

Fluent in five languages and backed by an MBA, my global exposure has allowed me to work with leading corporations, agencies, and start-ups, infusing fresh perspectives on thriving in the digital world.

Key Achievements:
Pioneering Customer Experience Expert
Innovating Business Strategies for a Digital Tomorrow
Leading transformative initiatives across continents and industries
Established digital sales channels in 20+ countries for global giants like Nestlé
Empowering businesses to delight their customers through CX Advisory

Services:
Chief Experience Officer (CXO) on Demand: Unlock growth by harnessing customer insights, refining strategies, and elevating customer interactions.
CX Operational & Execution Management: Expertly guiding your CX projects from start to finish, ensuring each initiative's success.

About me:
A kickboxer at heart; I bring the same determination and grit to every project.
Passionate foodie, capturing the world's flavors one photo at a time.

🌍 Global CX Lead, Digital Strategist & Chief Experience Officer (CXO)

As the Customer Experience Director at MSD, I led projects with a significant impact on MER's Profit and Loss. Collaborating with CX directors from six markets and three clusters, I guided the development of vision and strategy.

Key Responsibilities:
Established and Nurtured MSD MER CX Community: I united nearly 200 diverse professionals to exchange knowledge and insights.

Agile Coaching for Executive Teams: I coached executive teams in adopting Agile practices, enhancing agility and efficiency.

Contributions to Technology and Capability Roadmap: I contributed substantially to the technology and capability roadmap, aligning with our strategic objectives.

Additional Insights:
Driving Digital Transformation: I led digital transformation efforts, embracing agile methodologies, digital marketing, webshops, and data utilization, especially for engaging healthcare professionals (HCPs).

New Blood in MSD: My hiring marked a departure from traditional practices, shifting to digital marketing engagement with HCPs.

Enabling Digital Marketing: I managed digital marketing teams, overseeing digital activities, newsletters, websites, and an E-commerce team responsible for online vaccine and pharmaceutical sales.

Solution Manager Restructuring: Solution Managers shifted to cost-effective, strategic initiatives like the Oncology Compass.

Agile and Scrum Transformation: I focused on agile methodologies, Scrum, and related transformations, introducing Agile practices, product owners, Scrum Masters, and fostering a culture of collaboration and agility.

Data-Driven Transformation: I promoted a data-driven approach, using data analytics to extract valuable insights.

About MSD:
MSD, a biopharmaceutical leader, has used science for over 130 years to enhance lives. Our global team works towards a better, safer, and more sustainable future.

Customer Experience Director, CX Lead, MER Region

In my role as the Digital and Agile Lead at MSD, I had the fantastic opportunity to play a pivotal role in our digital transformation journey. Not only did I co-own the technology and capability roadmap alongside the global IT director, but I also embarked on the exciting mission of scaling a customer-centric ecosystem of tools, processes, and capabilities across our region.

One of the highlights of my time in this role was managing a portion of the Swiss transformation budget, which covered critical areas like CX, Insights, and Agile practices. This responsibility involved ensuring alignment with the global executive committee and motivating and communicating with all stakeholders involved. We were all dedicated to progressing toward our long-term vision and strategy, and I'm proud to have been a part of that journey.

Working in this capacity allowed me to be at the forefront of MSD's digital and agile transformation, driving innovation and ensuring that our organization remained agile, customer-focused, and committed to achieving our strategic objectives.

Digital & Agile Lead

Digital & Data Lead

Customer Solutions & MCM Lead

Nestlé Professional

As the digital strategist and e-commerce director, I oversaw the B2B2C digital strategy for Nestlé’s Professional Europe (the out-of-home unit of Nestlé). I worked on establishing and executing the digital roadmap for European markets.
 
In this role, I had the pleasure of delivering digital capabilities and platforms to over 15 countries to improve the customer experience of Nestlé’s operations. 
Prior to this, I was responsible for customer experience and digital programs across the APAC region in Singapore. 

Some of the highlights of this role included:
·      Building a new center of excellence (customer contact & solution delivery) and team in Singapore for the APAC region.
·       Setting up digital best practices for business, marketing and partnerships for the APAC region.
·       Rolling out multiple e-commerce and marketing automation platforms.
·       Establishing people management structures and career development
initiatives.
 
I was also responsible for global multi-brand customer experience and eBusiness platforms. On-site work experience on all continents (except Antarctica). Leading workshops and projects to advise marketeers on customer experience (CX/UX) and eCommerce strategy.

Digital Strategist & eCommerce Director EUR (B2B)

Zurich Insurance Company Ltd

As the Senior Digital Marketing Manager, I oversaw leading global digital communication programs for the group’s marketing and communications function.

I had the pleasure of managing the digital platform for the Zurich Insurance Company’s website (zurich.com) and +20 country websites. I also was responsible for publishing the right content at the right time in the right format for several digital channels.

In this role, I cooperated with corporate publishing, media relations, internal and external communications and brand management sectors.

I was responsible for all aspects of digital communication with accountability of the customer journey and customer experience for the Zurich Insurance Group.

Senior Digital Marketing Manager - Global

Nestle S.A. (Singapore)

Responsible for global digital program roll-outs such as building a center for digital marketing and communication excellence in both Singapore and Switzerland. I would also fully manage content production and delivery together with the brand/communication team.

I was solely responsible for setting-up digital practices for eBusiness and digital marketing in the APAC region.

I oversaw the roll-out of several digital marketing, communication, and eCommerce platforms and worked on the evaluation of emerging Technologies, Partner structure, and digital strategy.

Global Digital Program Manager (eBusiness & Digital Strategy)

As the Global Digital Program Manager Responsible for Nestlé Switzerland, I was responsible for creating a global multi-brand eBusiness platform.

This role also involved on-site experience on all continents (except Antarctica), leading workshops and projects to advise markets on content, communication & digital marketing strategy.

I initially started in the position of service delivery manager and later evolved to 360 degree platform owner who managed:

- Stakeholder management across all participating brands.
- Market requests and digital activation in cooperation with the brand team.
- Platform technology management.
- Platform operation management (award-winning 2nd Level offshore Support team).
- Responsible for online payments consolidation.

Userlytics Corporation

I had the distinct pleasure of building a user interface testing platform for customer insights and through this, I established the digital marketing practices for Userlytics Corporation which served the eCommerce, FMCG, and Health industries.

Some of the key elements of my role involved:

- Product development
- Communication and marketing
- Key account management
- Team-lead of +20 people
- Technical development management
- Technical operations management
- People management and career development

Usability & UX lead

Freelancer

As the senior business consultant on business strategy, I worked on consulting client projects for a leading digital and brand agency in Switzerland.

I was responsible for eCommerce, Digital Marketing and communications, UX/UI analysis, business process management (BPM) as well as product information management (PIM) for the FMCG, eBanking, Retail, and Travel industries.

Senior Business Consultant - Digital Strategy

Promacx AG

Managing client projects: 
PIM (Product Information) Projects for Pharmaceutical industry
MAM (Media Asset Management) Projects for Pharmaceutical industry
CMS (Content Management) Projects for Pharmaceutical, Luxury and Technology industry

Usability of Websites and Webapplications
Digital Marketing Concepts for several large Luxury and Pharmaceutical Brands

Business Consultant / Digital Lead

it-relations (POS & Digital Agency)

Business Development - Digital Marketing - Graphic Design - Project Management

Business Consultant, Digital Marketing (Co-owner)

Nova AG

Graphic design and development for a yachting website, designed and built a online yachting Map index (before the spread of google maps)

Web Programmer / Project Manager  / Graphic Designer

I'm Michal, a seasoned professional with a background in developing businesses. With over 25 years of expertise, I specialize in various aspects of Customer Experience (CX) and Digital Transformation. 

My journey spans diverse industries like Pharma, FMCG, and Insurance, where I've led transformative initiatives.

Fluent in five languages and holding an MBA, I've partnered with leading corporations, agencies, and start-ups, offering fresh perspectives on thriving in the digital realm.

Let me tell you about some of the highlights of my career:

I've dedicated 15+ years to shaping global customer and employee experience strategies, implementing digital platforms, and managing cross-functional teams. Measuring customer experiences, navigating large matrix organizations, leading change management, and excelling in ideation, design-thinking, and agile coaching, as well as sales, customer support, and operations leadership.

My career's roots are deeply personal. As a semi-professional kickboxer, I engaged in 19 intense fights, experiencing both wins and losses. It was in these battles that I discovered the values of determination, resilience, and the relentless pursuit of self-improvement. Although I never held a championship belt, these experiences have profoundly impacted my approach to business.

Today, I'm on a mission to revolutionize how businesses interact with their customers, believing that customer experience should be more than a metric—it should be a movement. I'm passionate about CX, data, design, agility, and change management. 

If these areas resonate with you, please connect. Let's explore new horizons together.

taplio

The Battle

Aelred Kuppan

Michal Myszkowski

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