PURPOSE
Because fundamental change needs individual experiences
The techno-social transformation is gradually changing the behaviour and expectations of customers and employees likewise. Companies are challenged to listen carefully to how they can adapt their offer (brand, product & service) to the new needs and thereby create a better customer experience. Only those, who succeed in systematically recording and analysing customer expectations and transforming them into inspiring experiences along the customer journey, will be successful in the long run.
This requires openness and courage to question the existing and explore new things, because customer and employee centricity requires honest interest, flexibility and responsiveness and the conviction to really shape this culture change in a meaningful way.
The continuous shaping of the customer experience as well as the employee experience is thus one of the most decisive factors for doing business.
Strategists
who know that new ways of human-centered doing is needed to move forward.
Decision makers
who are convinced that customer-centricity ensures long-term success.
Future shapers
who trust in exploration and experimentation to raise the potential for innovation.
Strategists
who know that new ways of human-centered doing is needed to move forward.
Decision makers
who are convinced that customer-centricity ensures long-term success.
Future shapers
who trust in exploration and experimentation to raise the potential for innovation.
International corporations & SMEs
Decision makers who recognise potential in their brand, product and service offering and want to (re)strengthen relationships with (new) customers (B2B2C) and employees.
Digital boutique agencies
Entrepreneurs who want to serve their customers and employees even better and be even more attractive to potential new customers and employees.
StartUps
Founders who want to serve new customer groups and market great ideas in the best way possible.
Universities of applied sciences
Course leaders who want to give empower their students with the knowledge of Customer and Employee Experience Design in marketing and communication.
International corporations & SMEs
Decision makers who recognise potential in their brand, product and service offering and want to (re)strengthen relationships with (new) customers (B2B2C) and employees.
Digital boutique agencies
Entrepreneurs who want to serve their customers and employees even better and be even more attractive to potential new customers and employees.
StartUps
Founders who want to serve new customer groups and market great ideas in the best way possible.
Universities of applied sciences
Course leaders who want to give empower their students with the knowledge of Customer and Employee Experience Design in marketing and communication.
"I accompany leaders and their teams in their customer-centred transformation to continuously improve the brand, product and service experience from the customer's point of view and to leverage innovation potential along the customer journey."
Stephanie
Ogulin
Founder
"I accompany leaders and their teams in their customer-centred transformation to continuously improve the brand, product and service experience from the customer's point of view and to leverage innovation potential along the customer journey."
Stephanie
Ogulin
Founder
Growth & Employee
Experience Design
„How do I increase my employee satisfaction? How do I use employee feedback to create a motivating and productive work environment?
Customer
Experience Design
„How do I strengthen the recommendation of my customers? How do I use customer feedback to improve my offer? How can I innovate products and services that are close to my customers?“
Transformation
Experience Design
„How do I approach customer:centered transformation in a structured, holistic, and sustainable way? How do I use experiences to enable and support desired behavior change?“
- Customer-centred culture and organisational development
- Strength-based Team Journey Mapping
- CX Mindsetting & Agile Learning Experience
- Customer Journey Analysis and Future Design
- Optimisation and innovation of analogue and digital touchpoints
- Persona Design, Service & Brand Experience Design, Design Thinking, Design Sprints
- Development of customer-centred vision and strategy
- Change management with customer and employee perspective
- Transformation design to accompany change processes holistically
Growth & Employee
Experience Design
„How do I increase my employee satisfaction? How do I use employee feedback to create a motivating and productive work environment?”
- Customer-centred culture and organisational development
- Strength-based Team Journey Mapping
- CX Mindsetting & Agile Learning Experiences
Customer
Experience Design
„How do I strengthen the recommendation of my customers? How do I use customer feedback to improve my offer? How can I innovate products and services that are close to my customers?”
- Customer Journey Analysis and Future Design
- Optimisation and innovation of analogue and digital touchpoints
- Persona Design, Service & Brand Experience Design, Design Thinking, Design Sprints
Transformation
Experience Design
„How do I approach customer:centered transformation in a structured, holistic, and sustainable way? How do I use experiences to enable and support desired behavior change?“
- Development of customer-centred vision and strategy
- Change management with customer and employee perspective
- Transformation design to accompany change processes holistically
Empowerment for Agile Experience Design
PROJECT
Program development for the CEE & HUB region
- Structured processing of customer insights
- Derivation of communication, marketing and sales activities incl. prototype testing with customers
- Agile training and coaching of CEE market teams for implementation
FEEDBACK
„Comprehensive, clearly structured and with high flexibility to adjust to current needs on the go. It is always great fun to think through, plan and implement projects with you, that are not only covering customer needs, but are also inspiring the employees! Looking very much forward to our next steps!“
Silke WIESEL
Head of Customer Experience CEE & HUB
Development of a CX roadmap
PROJECT
Cross-functional assessment of the CX maturity level and derivation of a CX target picture 2024-2026.
- Interactive interactive involvement of management, marketing, sales, service and organizational development
- Development of CX principles (i.e. value proposition for customers)
- Formulation of CX initiatives within the agile strategy cycles
- Handover of implementation responsibility to the new CX manager
FEEDBACK
„The collaboration with Stephanie in the development of our CX roadmap was outstanding. Stephanie’s in-depth expertise and commitment were key drivers of our project. She managed to communicate complex topics in an understandable way while developing innovative solutions that far exceeded our expectations. Her ability to get things done even in stressful times was extremely motivating for us as a team.“
André Schäffner
COO
A structured approach to CX
PROJECT
Teaching basic of CX while establishing a customer-oriented mindset: Employees should always ask themselves: “What’s in for the customer?”
- Workshop design and moderation
- Input for assessing the level of maturity in CX management
- Setup structure for journey mapping
FEEDBACK
“Working with Steffi is always very enriching for our interdisciplinary customer service team. She helps us to gain a more comprehensive view and understanding of what customer experience is all about. Taking the customer’s perspective is particularly valuable to us so that we can continue to inspire our customers.“
Sabine Kamraner-Köpf
Secretary General
Evaluate and improve the customer loyalty program
PROJECT
#CRM meets #CXM in cooperation with Silke Zottl Consulting
Expertise in digital customer experience design & innovation
- Analysis of digital experience, especially social media & mobile app
- Derivation of core fields of action to optimize and innovate the customer experience in the communicative context (digital, POS)
FEEDBACK
„The decision to bring Stephanie on board for this project was 100% worthwhile. Her knowledge of the industry, the OMV Group and her expertise in the field of digital experience & social media greatly enriched the project. Stephanie is also very professional, reliable & structured. This makes working with her extremely valuable.“
Silke Zottl
CRM Consultant
Development of a strategy paper as a basis for discussion
PROJECT
Strategic and conceptual support in the development of a customer-centered approach:
- Moderation of the cross-functional meetings via MIRO (Customer Insights, eCommerce, Business Development)
- Defining objectives along the customer journey
- Structuring and co-designing the presentation
FEEDBACK
„Working with Stephanie on one of our latest projects was exceptionally valuable. I was particularly impressed by her fresh, innovative approach and her ability to cope with the specific requirements of our company structure. The collaboration with Stephanie was not only effective, but also a lot of fun and efficiently delivered results.“
Clara Pundy
Group Lead eCommerce Marketing & Sales
TASK
Empowerment for Agile Experience Design
How do I empower country teams to improve the customer experience along the most important customer journeys? Goal: Align local marketing and sales activities with new customer expectations
MY APPROACH
Program development for the CEE & HUB region
- Structured processing of customer insights
- Derivation of communication, marketing and sales activities incl. prototype testing with customers
- Agile training and coaching of CEE market teams for implementation
FEEDBACK
„Comprehensive, clearly structured and with high flexibility to adjust to current needs on the go. It is always great fun to think through, plan and implement projects with you, that are not only covering customer needs, but are also inspiring the employees! Looking very much forward to our next steps!“
Silke WIESEL
Head of Customer Experience CEE & HUB
TASK
Development of a CX roadmap
How do we become the energy supplier with the best customer relationship? To achieve the customer-centric corporate vision, the company needs a structured roadmap.
MY APPROACH
Cross-functional assessment of the CX maturity level and derivation of a CX target picture 2024-2026.
- Interactive interactive involvement of management, marketing, sales, service and organizational development
- Development of CX principles (i.e. value proposition for customers)
- Formulation of CX initiatives within the agile strategy cycles
- Handover of implementation responsibility to the new CX manager
FEEDBACK
„The collaboration with Stephanie in the development of our CX roadmap was outstanding. Stephanie’s in-depth expertise and commitment were key drivers of our project. She managed to communicate complex topics in an understandable way while developing innovative solutions that far exceeded our expectations. Her ability to get things done even in stressful times was extremely motivating for us as a team.“
André Schäffner
COO
TASK
A structured approach to CX
The cross-functional team wants to gain a more comprehensive view of CX in order to serve customer needs in the various business areas in a more structured and efficient way. Annual workshops provide focus and prioritization:
MY APPROACH
Teaching basic of CX while establishing a customer-oriented mindset: Employees should always ask themselves: “What’s in for the customer?”
- Workshop design and moderation
- Input for assessing the level of maturity in CX management
- Setup structure for journey mapping
FEEDBACK
“Working with Steffi is always very enriching for our interdisciplinary customer service team. She helps us to gain a more comprehensive view and understanding of what customer experience is all about. Taking the customer’s perspective is particularly valuable to us so that we can continue to inspire our customers.“
Sabine Kamraner-Köpf
Secretary General
TASK
Evaluate and improve the customer loyalty program
Development of a strategic (re)alignment of OMV’s JÖ customer loyalty program with the involvement of stakeholders, sales employees and customers. Goal: Identification of performance and experience improvements of the program and the (digital) program communication.
MY APPROACH
#CRM meets #CXM in cooperation with Silke Zottl Consulting
Expertise in digital customer experience design & innovation
- Analysis of digital experience, especially social media & mobile app
- Derivation of core fields of action to optimize and innovate the customer experience in the communicative context (digital, POS)
FEEDBACK
„The decision to bring Stephanie on board for this project was 100% worthwhile. Her knowledge of the industry, the OMV Group and her expertise in the field of digital experience & social media greatly enriched the project. Stephanie is also very professional, reliable & structured. This makes working with her extremely valuable.“
Silke Zottl
CRM Consultant
TASK
Development of a strategy paper as a basis for discussion
As part of the eCommerce strategy, a project is to be implemented in collaboration with an industry partner. In order to convince the management of both parties, an eCom innovation meeting is prepared.
MY APPROACH
Strategic and conceptual support in the development of a customer-centered approach:
- Moderation of the cross-functional meetings via MIRO (Customer Insights, eCommerce, Business Development)
- Defining objectives along the customer journey
- Structuring and co-designing the presentation
FEEDBACK
„Working with Stephanie on one of our latest projects was exceptionally valuable. I was particularly impressed by her fresh, innovative approach and her ability to cope with the specific requirements of our company structure. The collaboration with Stephanie was not only effective, but also a lot of fun and efficiently delivered results.“
Clara Pundy
Group Lead eCommerce Marketing & Sales
ABOUT ME
I am
Stephanie Ogulin
Experience design in the digital age
I support you in translating the needs of your customers and employees into successful products, operational strategies, campaigns and measures for market and sales growth.
Based on your specific situation and objectives, I develop the right CX programme. Whether strategy or team development, workshops, trainings or project-based work – together we decide on the approach so that customer-centricity with added value for employees actually becomes a lived practice for you. You benefit from my experience in the energy, chemical, pharmaceutical, retail, FMCG and luxury goods industries.
I draw inspiration and energy for these challenges from my international CX network, gardening, baking cakes, watching Formula 1 and travelling.
ABOUT ME
I am
Stephanie Ogulin
Experience design in the digital age
I support you in translating the needs of your customers and employees into successful products, operational strategies, campaigns and measures for market and sales growth.
Based on your specific situation and objectives, I develop the right CX programme. Whether strategy or team development, workshops, trainings or project-based work – together we decide on the approach so that customer-centricity with added value for employees actually becomes a lived practice for you. You benefit from my experience in the energy, chemical, pharmaceutical, retail, FMCG and luxury goods industries.
I draw inspiration and energy for these challenges from my international CX network, gardening, baking cakes, watching Formula 1 and travelling.
MY STYLE
Authentic, tireless and professional
So that ideas, services, products and brands transform into successful customer experiences ...
after the Total Experience Design approach
FURTHER EDUCATION
FURTHER EDUCATION
