Brian Kling, Ccxp Email & Phone Number

Switzerland

London Area, United Kingdom

Strategic Advisor to this early-stage startup. Includes CX review, content feedback, community strategy, and customer marketing ideation.Yeu creates science-backed cellular health formulas that boost energy, supporting enhanced vitality to empower people to live well for as long as possible. We push the boundaries of what's possible in healthy longevity, providing convenient nutrition food and beverage solutions that fuel active, adventurous, and extraordinary lives.

Rotkreuz, Switzerland

$3.9B global medical device company. Built the company's first community and developed a comprehensive strategy and roadmap for optimal business and customer impact.*Successfully launched a Facebook community pilot exceeding KPIs: 300% membership growth, 250% lead increase, and a 4.4/5 CSAT score; boosted customer perception by 20%*Developed a GTM plan to launch a global English community on the Khoros platform, with a holistic vision for customer acquisition and retention, including future expansion as a scalable digital support and CX engagement solution*Initiated and secured agreements from Customer Success and Product organizations to launch a public knowledgebase, to benefit customers, support, clinical, and sales staff with 24x7 self-serve content*Created stakeholder-focused dashboards for executives and managers, showing impact and actionable data*Mentored and advised on global omnichannel strategy, including Community, CX, and Digital Support*Applied strong influencing skills to develop and gain approval for a company-wide Governance Plan. Global collaboration with Marketing, Sales, Education, Support, Customer Service, Legal, Regulatory, Compliance, Quality Assurance, Infosec, Privacy and Ethics, and Corporate Communications

Geneva Area, Switzerland

$17B global semiconductor manufacturer. 1st Lead for Digital Self-Service including Community, 24x7 Support, and Learning & Training. My role involved strategy, program management, and establishing KPIs to enhance collaboration and engagement among customers, employees, and the business, using CX best practices.Key highlights:*Built multi-channel digital content strategy & programs*Launched Voice of Customer (VOC) annual surveys*Introduced NPS to the company as an annual sentiment benchmark*Launched Digital Support Summit - an internal event to connect support teams across the globe*Achieved 45% year-over-year community visitor growth*Increased year-over-year community NPS by 250%*Designed real-time, stakeholder-driven dashboards, providing results and deltas for executives, causal drill downs for managers, and participation metrics for employees, to track and exceed their performance KPIs*Managed migration of the community platform from Jive to Salesforce, improving user experience*Founder, Salesforce Customer Community Council: a customer-led group (20+) sharing best practices and providing product feedback to the Salesforce Community Cloud product teamAn ICF-accredited coach, I also helped our employees and teams to become better leaders and realize their full potential. Our company coaching program was also certified by the ICF.

London, Amsterdam

Global business innovation consulting agency.* Led workshops with Coca-Cola Bulgaria, pulling together internal teams and consultants to gain alignment, clarify objectives and ensure a human-centered focus for their services and products*Co-led training programs on collaborative, human-centered innovation and workshop facilitation

Zürich Area, Switzerland

Working with Startupbootcamp and NexusLab, advised startups specializing in blockchain-based financial services.Led workshops on branding, presentation, storytelling, and social strategy, improving the group's market readiness and pitch performance

Neuchatel, Switzerland

$5.5B global SaaS company. Joined an Innovation Team in the Localization Services Group, with a mission to improve Customer Experience for Autodesk's non-English speaking customers around the globe, highlighting challenges and implementing solutions.Highlights*Managed 7 community-based, crowd-sourced translation projects resulting in the community translating 200,000 word-strings in 8 months*Mentored team and department on strategy, innovation and customer experience best practices*Regional site lead / expert in company-wide program to train every employee in human-centered design using the LUMA methodology*Expanded the adoption of innovation practices through training, mentoring and creation of an onsite collaborative workspace

Zurich, Switzerland

$284M global SaaS company. Worked in global consulting group, developing digital strategies for global brands to enhance Customer Experience in line with corporate objectives and KPIs. Clients included Achmea, Comcast, KPN, MediaSaturn, Nokia, TalkTalk, and UPC.*Analyzed the current state and benchmarked against industry peers to identify areas for improvement*Developed short-, mid- and long-term roadmaps to lead large brands on their path to social business transformation*Reduced call center volume by 15% by targeting specific high-volume support topics through digital channels*Utilized Design Thinking for enhanced understanding, alignment, and innovation*Experienced in engaging with and influencing people at all organizational levels

Neuchatel, Switzerland

Managed & lead strategic development of Autodesk's 20+ year old online community serving more than 1.5 million Monthly Unique Visitors.Highlights*Managed a team of community managers, improving team efficiency, engagement, and impact*Developed reporting dashboards and created an ROI value framework*Business Owner for innovative project integrating CRM (Salesforce) and community platform (Lithium), providing extra levels of service for high-profile customers*Launched an Ideation platform for better crowd-sourced product innovation and feedback *Created vision and design spec for full community redesign project *Advisor on community and brand advocate recognition and reward program *Responsible for community vendor relationship, regular feedback and updates*Presenter at 8 conferences in Europe and the United States on social business, community-based support, and strategy

Neuchatel, Switzerland

Head of Autodesk Product Support for Civil Engineering globally.*Handled top-tier customer escalations*Ensured staff were well-prepared with technical training and up to date with the latest product developments*Regular "Voice of Customer" analysis, reporting customer issues to the Product Development teams*Managed engagement and content creation for blog, Twitter, and YouTube platforms

Neuchatel, Switzerland

Chief technical expert on Autodesk's Civil Engineering software. *Customer Support for customers worldwide, in English and German*Advised Product Development and Technical Publication teams on common customer issues needing attention*Created technical documents and training materials for both end users and employees*Delivered presentations both online and at Autodesk's annual user conference

Oakland, California

Independent consultant specializing in technical and business processes for Architecture, Construction, Civil Engineering, and Land Surveying sectors across the U.S. and Europe.*Optimized business processes through strategic development and advised on complex software usage*Quality Assurance and Test Development services under non-disclosure agreement for future releases of Autodesk software*Performed confidential QA and Test Development for upcoming Autodesk software releases*Developed courseware and provided Accreditation Training for Autodesk Resellers/Partners in EMEA*Trained key Autodesk staff*Authored product demonstration materials for Autodesk Resellers/Partners

Bachelor Of Arts, Dbl. Majors: Intellectual History Of Europe, German Language & Literature

Activities and Societies: Radio disc jockey (Jazz), played Tenor Sax in Wind Symphony & Marching Bands I chose intellectual history.

Cpcc - Certified Professional Coactive Coach, Fundamentals & Intermediate Coaching Skills

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