Ralph is a member of McKinsey’s global customer experience leadership team, where he helps clients achieve transformational impact. With his deep knowledge in commercial transformation, omnichannel, loyalty, customer experience, and digital business building, he supports clients end to end, from strategy to implementation. Ralph works across industries, including travel, consumer goods, and various B2C and B2B industries.
Examples of Ralph’s recent client projects include the following:
- developing new digital value proposition for energy customers to support the transition to a fully sustainable energy system (e.g., demand-side management; flex; customer nudges and rewards)
- growing the countrywide tourism demand by developing targeted interventions to enhance hospitality, improve visitor care, and elevate the overall visitor experience driving spend and revisitation
- developing 2030+ tech and business target picture of a global grocery retail company to tap into the full potential of omnichannel customer interactions
- conducting a digital transformation for a global medtech and pharmaceutical company along multiple topics: customer-experience measurement system, customer-journey redesign, data strategy, strategy development, and use case development and implementation
- developing and implementing the customer experience transformation for a healthcare insurance company, which included customer journey redesign, the development of a customer experience measurement system, and skill building
- designing the new omnichannel experience for a European retail furniture company through the technical development of full e-commerce shopping and omnichannel features
- building the e-commerce business and digital business unit for a fashion company by applying design thinking and agile ways of working through full implementation.