Sonja, who the 😉 is Sonja ?

I am the founder of The e!Erlebnis, where I serve as a Customer eXperience eXpert and guest lecturer for Digital Transformation & Omnichannel CX in Retail.

I have over 25 years of experience in customer experience and omnichannel retail. My career began in international logistics and aviation, where I restructured and optimized departments across Europe, North America, and Asia.

In the fashion and retail sector, I built expertise by developing omnichannel strategies, redesigning customer journeys, and establishing omnichannel customer service teams. As a former Chief Customer Officer at Hello Customer, a SaaS CX company, I defined customer success strategies with a focus on retention, growth, and value creation.

In addition, I advise numerous organizations – from insurers and health funds to IT and retail companies – on their transition to an omnichannel and customer-centric approach.

A passion for customer-centricity has been the common thread throughout my career. My approach combines data, processes, and people to help companies deliver a consistent, relevant, and memorable customer experience.