Nicolas has deep expertise in transformations within the marketing and sales functions, and specializes in customer-experience improvement issues. He assists his clients in offering an integrated experience to their customers across B2C and B2B segments and all channels in order to develop sales, optimize costs, and enhance staff satisfaction.
After joining McKinsey in 1998, Nicolas focused on engagements in the telecom, media, and high tech sector in France, the United Kingdom, and Asia. He authored a comparative study of customer experience in 45 global telecom, media, financial services, and travel companies.
Nicolas spent two years in our Sydney office and is now based in Paris. He is the people leader for the EMEA Marketing & Sales Practice.
Published work
“Elevating customer experience excellence in the next normal,” McKinsey & Company, May 2020
“Customer experience as a value driver in German retail banking,” McKinsey & Company, January 2019
“Managing a customer-experience transformation in banking,” McKinsey & Company, October 2018
“Why the customer experience matters,” McKinsey & Company, May 2016
“From touchpoints to journeys: Seeing the world as customers do,” McKinsey & Company, March 2016
“Identifying the journeys that matter…to the customer,” McKinsey on Marketing & Sales, April 2014
“The right stuff: 3 steps to turn Big Data chaos into customer experience gold,” The Economist Insights, January 2014
“Do you have the right stuff?” The Economist, January 2014
“Reinvigorating industry in France,” (PDF–6.09 MB), McKinsey Global Institute, October 2006
Past experience
Peugeot (Czech Republic)
Sales
Arthur Andersen
Auditor
Education
ESSEC
MSc, management