About Oliver

An expert in digital and customer experience, Oliver supports B2B and B2C companies with their digital and commercial transformations. He is a global leader of McKinsey’s Insight Solutions and Agile Insights work, and co-leader of our digital customer experience work within our Marketing & Sales Practice.

Oliver’s recent client engagements include:

  • leading a holistic 2-year customer-experience transformation (including diagnostic, strategy, setup of a global customer-experience factory, and local implementation) at a leading European energy provider, reducing cost-to-serve by a double-digit percentage and realizing agile ways of working at scale throughout the company
  • developing a digital sales boost and capability-building program for a leading European telecommunications company, doubling both traffic and conversion and increasing online sales by 500 percent in 9 months
  • supporting the digital strategy and leading a series of customer-experience sprints to define digital priorities for an international B2B industrial company, tackling a €2 billion digital value pool toward 2025
  • developing an omnichannel strategy and e-commerce transformation program for a major European fashion retailer, moving stagnating sales numbers back onto a sustainable growth track

Alongside his client activities, Oliver shares his passion for music as leader of several McKinsey bands, staging 30-plus concerts over the last 10 years, including an annual charity concert for the humanitarian aid organization Welthungerhilfe.

Video

Creating a digital advantage in customer-experience strategy,” McKinsey & Company, March 2017

Published work

Mastering the digital advantage in transforming customer experience,” McKinsey & Company, May 2017

Education

HHL, Leipzig Graduate School of Management
PhD, marketing, multichannel consumer behavior

University of Muenster
MSc, business