About Harald

A member of the leadership team of McKinsey's European Marketing & Sales and the Electric Power & Natural Gas Practices, Harald leads the global customer experience service line and the collaboration with the Disney Institute, and co-leads our EPNG work in retail and new downstream. He focuses his work primarily on commercial transformations in contract-based industries and consumer goods, and brings deep expertise in customer experience journeys to his work.

Most recently Harald has helped clients evolve their customer experience strategies from a focus on single touch points to delivering customer journeys, which encompass all customer interactions and have much stronger impact on customer satisfaction and business growth.

His recent engagements with leading European companies include:

  • supporting on a full PMI and commercial transformation for a large European energy player with focus on commercial topics such as brand portfolio optimization/multi-brand strategy, pricing, customer experience optimization and operations improvements
  • playing an interim chief marketing officer role for a leading European energy company
  • developing a cost-improvement program for a leading insurance business
  • creating distinct retail customer experiences for a leading energy player

Harald has been published in numerous international journals on the subject of customer experience.

Published work

Why the customer experience matters,” McKinsey & Company, May 2016

The growth engine: Superior customer experience in insurance,” McKinsey & Company, April 2016

Do you have the right stuff?The Economist, January 2014

Don’t let data paralysis stand between you and your customers,” Harvard Business Review, November 2013

Education

Ludwig-Maximilians University, Munich
PhD, communications science/marketing

European School of Business, Reutlingen
MBA

Middlesex University
BA, marketing and international management