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CUSTOMER FIRST PARTNERS

Experienced Customer Strategy Advisors

About Daniel Moellerhenn

Daniel Moellerhenn is an experienced Customer Strategy Advisor based in the Greater Frankfurt area, serving clients across the EMEA region and beyond.

Experience

With over 15 years of global consulting experience, Daniel specializes in customer-led transformations, Customer Experience programs, and Net Promoter System® implementations across various industries. His expertise spans telecommunications, insurance, banking, industrial goods, heavy machinery, advanced manufacturing, utilities, wholesale, retail, and e-commerce across the EMEA region.
Daniel was an Expert Partner and one of the leading global CX & NPS experts at Bain & Company. He is also part of the leadership team of the NPS Loyalty Forum (details further below).

Focus on Value

Daniel is a recognized leader in customer-led transformations, helping businesses drive long-term economic value through loyal customers. He has implemented analytical solutions to measure and enhance customer lifetime value, optimize experiences, and reduce costs. His work includes customer acquisition, up-selling/ cross-selling, and churn prevention programs.

Technology & AI

Daniel advises clients on leveraging technology and AI to enhance CX programs. His expertise includes technology strategy, AI-driven analytics, and AI-powered employee support and personalization in sales and service. This brings about simpler and digital-first experiences to customers.

Academic Background

Daniel holds a degree from the European Business School and an MBA from AGSM in Sydney and NYU Stern.

+
Clients advised
and supported
+
Years of Experience
+
Countries delivered
projects in
+
Employees trained
and mobilized
+
Technology RfP and implementation processes supported

Results Stories

Recent selected client assignments

Multinational Telco Group

Multi-country NPS Rollout

Jointly designed full Net Promoter System with client; rolled-out across ~10 countries incl. set-up of relevant teams and trained 1,000+ employees

Multinational Retail Group

Multi-country NPS Rollout

Jointly designed full Net Promoter System with client; rolled-out across 20+ countries incl. set-up of relevant team and trained 1,000+ employees

Global Heavy Machinery Group

Global NPS Blueprint & Pilot

Adapted best practice NPS blueprint to client environment; designed rollout plan and run pilots as proofpoints and to mobilize organization

Multinational Entertainment Group

Operating Model Experience Organization

Designed operating model for multi-country product experience team incl. interfaces into OpCos; alignment with and mobilization of central and local stakeholders

National Cable Provider

Customer-led Transformation

Full transformation starting with restructuring of management team and customer service; deployed NPS and feedback routines; delivered commercial uplift

Regional Bank

NPS Blueprint & Pilot

Designed feedback routines and Net Promoter System based on best practice; designed rollout plan, run pilots, aligned with worker representation, selected tech support

National Telco Provider

Customer-led Transformation

Full transformation starting with NPS deployment, followed by customer journey re-design etc. Private Equity context

Global comms corporation 

Leadership training program

Designed leadership training program on customer-centricity – one of the key priorities of the firm; delivered series of training sessions

Multinational Telco Group

Multi-country NPS Rollout

Jointly designed full Net Promoter System with client; rolled-out across ~10 countries incl. set-up of relevant teams and trained 1,000+ employees

Multinational Retail Group

Multi-country NPS Rollout

Jointly designed full Net Promoter System with client; rolled-out across 20+ countries incl. set-up of relevant team and trained 1,000+ employees

Global Heavy Machinery Group

Global NPS Blueprint & Pilot

Adapted best practice NPS blueprint to client environment; designed rollout plan and run pilots as proofpoints and to mobilize organization

Multinational Entertainment Group

Operating Model Experience Organization

Designed operating model for multi-country product experience team incl. interfaces into OpCos; alignment with and mobilization of central and local stakeholders

National Cable Provider

Customer-led Transformation

Full transformation starting with restructuring of management team and customer service; deployed NPS and feedback routines; delivered commercial uplift

Regional Bank

NPS Blueprint & Pilot

Designed feedback routines and Net Promoter System based on best practice; designed rollout plan, run pilots, aligned with worker representation, selected tech support

National Telco Provider

Customer-led Transformation

Full transformation starting with NPS deployment, followed by customer journey re-design etc. Private Equity context

Global comms corporation 

Leadership training program

Designed leadership training program on customer-centricity – one of the key priorities of the firm; delivered series of training sessions

Services

Every engagement—whether a speech, workshop, training, or project—is unique, just like each industry, company, and team. That’s why we customize our consulting services to fit your specific challenges and goals. Reach out to discuss your situation and the support you need. For a better understanding of how we can assist, here are four examples of typical engagements. We tailor scope, timeline, and resources to your specific needs and look forward to connecting with you.

one to few days

Focused Support
 

Highly focused, short-term support designed to tackle specific CX challenges and opportunities or targeted at a very specific outcome. Includes keynote speeches, senior management workshops, project or training kick-offs.

several days / weeks en bloc

Support for selected project,
phase, objective or outcome

Support in delivering interim objective or outcome like roadmap definition or selected phase in customer journey re-design, designing feedback routines or setting up churn prevention mechanisms any many more similar objectives.

several weeks over longer period

Ongoing support, intervention, challenging or assurance of delivery or outcomes

Support over an extended period with defined items or an “on-demand” model; may include CX roadmap assurance, workforce mobilization; also selection process for technology support or alignment with workers’ representation e.g. “Betriebsrat”

full-time for defined period

Project/ program/ interim management
 

Support for organizations in their customer-centric transformation by stepping-in for full-time (internal) managers, executives, project, program or transformation leaders; includes project and line leadership situations

Find Out More

Customer First

Newsletter on LinkedIn

Net Promoter System

Find out details about NPS, feedback routines and related elements

NPS Loyalty Forum

Learn about this frequent international gathering of CX Leaders

Press/ Media coverage & Publications

Rainmaker Society

Customer Experience und Employee Experience – ein erfolgreiches Wechselspiel

Rainmaker Society

Customer Experience in Krisenzeiten

Der Bank Blog

Wie Banken im Retail-Geschäft begeistern können

CX1 by Zenloop

CX1 CONFERENCE Digital 2020 Exceeding Customer Expectations

Net Promoter System

The NPS® Loyalty Forum

Medallia

Mobilise your customer base via the Earned Growth Rate

Youtube

Daniel Möllerhenn | CX1 Etribes Interview

CX Standards

Global Standards
for Customer Experience Teams

More to Come

Testimonials

I have had the privilege of working with Daniel on various projects. He is one of the best experts I have ever met when it comes to customer-centricity and delivering results in complex environments…

Global CX Director

Multinational Retail Group

Global CX Director

Multinational Retail Group

I have had the privilege of working with Daniel on various projects. He is one of the best experts I have ever met when it comes to customer-centricity and delivering results in complex environments. He has extensive experience, seamlessly translating his consultancy expertise into practical, day-to-day operations.
Daniel excels at defining business problems and applying a structured approach to solving them. He is also highly skilled at thinking outside the box and inspiring others to try new approaches. I always feel confident working with him, regardless of the complexity of the topic.

Daniel’s support and consultancy were essential in setting up Customer Experience for product and service development in our company…

Group Product Experience Director

Multinational Telco Group

Group Product Experience Director

Multinational Telco Group

Daniel’s support and consultancy were essential in setting up Customer Experience for product and service development in our company. He took the time to understand our business’s peculiarities and organization, which allowed him to customize the approach for our getting-started exercises with all relevant stakeholders.
With his deep understanding of Customer Experience and our specific needs, he created a fit-for-purpose framework that has been successfully deployed since.
His strategic advice was as crucial for success as his operational and tactical consultation. His calm and rational approach and style were instrumental in stakeholder management and inspiring change.

Daniel has been mentoring and advising me for the past few years, and I deeply value his strategic insights across a wide range of customer service, experience, and efficiency topics. His approach is not only pragmatic but also highly implementation-focused.

Customer Service Director

Consumer Electronics

Customer Service Director

Consumer Electronics

Daniel has been mentoring and advising me for the past few years, and I deeply value his strategic insights across a wide range of customer service, experience, and efficiency topics. His approach is not only pragmatic but also highly implementation-focused.

What sets Daniel apart is his ability to balance strategic vision with hands-on execution—he doesn’t just create impressive slides; he ensures practical, results-driven implementation. With 15+ years of consulting experience, he brings a wealth of knowledge gained from working with numerous companies across various industries.

I wholeheartedly recommend working with Daniel, not only for the expertise and value he delivers but also for his collaborative and approachable nature, which makes every interaction a pleasure.

Working with Daniel means getting world-class consulting that combines deep expertise with a practical, results-oriented approach…

Global CX Director

Multinational Telco Group

Global CX Director

Multinational Telco Group

Working with Daniel means getting world-class consulting that combines deep expertise with a practical, results-oriented approach.

Daniel is highly competent, incredibly helpful, and with an impressive wealth of experience in customer experience transformation. His commitment to excellence and his passion for customer-centricity shine through in everything he does.
His deep expertise, which he conveys in a practical and audience-tailored way, makes him one of the most sought-after professionals in the field. He doesn’t just provide theoretical frameworks; he translates them into tangible steps that drive real change. His structured yet flexible approach enables organizations to achieve quick wins while laying the foundation for long-term success.

What sets Daniel apart is his ability to adapt his style effortlessly to any audience from frontline teams to C-level executives. He can explain even the most complex topics in a way that is easy to understand and immediately actionable. He ensures that every stakeholder is aligned and engaged in the process. This makes him an invaluable resource in any customer-centric transformation.

Daniel is a trusted partner who delivers real value and ensures that the impact of his work is sustainable in the long run. Beyond his expertise, Daniel brings a positive energy and collaborative spirit to every engagement. His approach fosters a productive and inspiring working environment, and his genuine enthusiasm makes the collaboration not just effective, but also a lot of fun!

Beyond his deep expertise on NPS program, working with Daniel is a pleasure – he is not only highly knowledgeable but also very collaborative and engaging…

Head of Customer Centricity Management

International Bank

Head of Customer Centricity Management

International Bank

Beyond his deep expertise on NPS program, working with Daniel is a pleasure – he is not only highly knowledgeable but also very collaborative and engaging. The concepts show a high level of pragmatism with a short time-to-market. We highly recommend Daniel to support a result-driven client centric transformation.

I have had the privilege of working with Daniel on various projects. He is one of the best experts I have ever met when it comes to customer-centricity and delivering results in complex environments…

Global CX Director

Multinational Retail Group

Global CX Director

Multinational Retail Group

I have had the privilege of working with Daniel on various projects. He is one of the best experts I have ever met when it comes to customer-centricity and delivering results in complex environments. He has extensive experience, seamlessly translating his consultancy expertise into practical, day-to-day operations.
Daniel excels at defining business problems and applying a structured approach to solving them. He is also highly skilled at thinking outside the box and inspiring others to try new approaches. I always feel confident working with him, regardless of the complexity of the topic.

Daniel’s support and consultancy were essential in setting up Customer Experience for product and service development in our company…

Group Product Experience Director

Multinational Telco Group

Group Product Experience Director

Multinational Telco Group

Daniel’s support and consultancy were essential in setting up Customer Experience for product and service development in our company. He took the time to understand our business’s peculiarities and organization, which allowed him to customize the approach for our getting-started exercises with all relevant stakeholders.
With his deep understanding of Customer Experience and our specific needs, he created a fit-for-purpose framework that has been successfully deployed since.
His strategic advice was as crucial for success as his operational and tactical consultation. His calm and rational approach and style were instrumental in stakeholder management and inspiring change.

Daniel has been mentoring and advising me for the past few years, and I deeply value his strategic insights across a wide range of customer service, experience, and efficiency topics. His approach is not only pragmatic but also highly implementation-focused.

Customer Service Director

Consumer Electronics

Customer Service Director

Consumer Electronics

Daniel has been mentoring and advising me for the past few years, and I deeply value his strategic insights across a wide range of customer service, experience, and efficiency topics. His approach is not only pragmatic but also highly implementation-focused.

What sets Daniel apart is his ability to balance strategic vision with hands-on execution—he doesn’t just create impressive slides; he ensures practical, results-driven implementation. With 15+ years of consulting experience, he brings a wealth of knowledge gained from working with numerous companies across various industries.

I wholeheartedly recommend working with Daniel, not only for the expertise and value he delivers but also for his collaborative and approachable nature, which makes every interaction a pleasure.

Working with Daniel means getting world-class consulting that combines deep expertise with a practical, results-oriented approach…

Global CX Director

Multinational Telco Group

Global CX Director

Multinational Telco Group

Working with Daniel means getting world-class consulting that combines deep expertise with a practical, results-oriented approach.

Daniel is highly competent, incredibly helpful, and with an impressive wealth of experience in customer experience transformation. His commitment to excellence and his passion for customer-centricity shine through in everything he does.
His deep expertise, which he conveys in a practical and audience-tailored way, makes him one of the most sought-after professionals in the field. He doesn’t just provide theoretical frameworks; he translates them into tangible steps that drive real change. His structured yet flexible approach enables organizations to achieve quick wins while laying the foundation for long-term success.

What sets Daniel apart is his ability to adapt his style effortlessly to any audience from frontline teams to C-level executives. He can explain even the most complex topics in a way that is easy to understand and immediately actionable. He ensures that every stakeholder is aligned and engaged in the process. This makes him an invaluable resource in any customer-centric transformation.

Daniel is a trusted partner who delivers real value and ensures that the impact of his work is sustainable in the long run. Beyond his expertise, Daniel brings a positive energy and collaborative spirit to every engagement. His approach fosters a productive and inspiring working environment, and his genuine enthusiasm makes the collaboration not just effective, but also a lot of fun!

Beyond his deep expertise on NPS program, working with Daniel is a pleasure – he is not only highly knowledgeable but also very collaborative and engaging…

Head of Customer Centricity Management

International Bank

Head of Customer Centricity Management

International Bank

Beyond his deep expertise on NPS program, working with Daniel is a pleasure – he is not only highly knowledgeable but also very collaborative and engaging. The concepts show a high level of pragmatism with a short time-to-market. We highly recommend Daniel to support a result-driven client centric transformation.

Contact Us

Phone

+49-151-5801-4116

Email

info@customerfirstpartners.com

LinkedIn

Daniel Moellerhenn

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