Say hello to Ludger Strom
Managing Director | DACH
A transformation expert with over 20 years’ experience driving customer-centred change.
Ludger works in close partnership with clients in Germany, Austria and Switzerland. He is passionate about co-creating innovative and impactful solutions, believing that success is driven by strong engagement with colleagues at all levels, and is only satisfied when the customer is.
Experience
Multilingual contact centres
Delivered a multichannel strategy for several German car manufacturers, covering service processes, IT requirements and quality standards. This was established in a service provider’s multilingual hub, with follow-up products and services fully integrated.
Operating model
Designed and implemented the operating model for the ambulance service centre of a hospital group, using contact flow analysis. This transformational approach was co-created with hospital colleagues and fully aligned across the group to support its successful implementation.
Service differentiation
Established a standardised model for service differentiation across Europe within a multicultural team of service experts. A transformative service differentiation model was designed and aligned with the local stakeholders by jointly considering local requirements and central needs.
Management experience
Teleperformance
Designed complex solutions for clients and prospects, establishing an assessment and consulting unit as the transformation expert for Germany.
Monster
Led a diverse customer service organisation across Europe, driving change and nearshoring.
T-Mobile
Developed quality index and multi-site reporting. Led change in central functions and at group level, working to enhance and extend standards across Europe.