As an independent solution consultant, I support you in modernizing and digitalizing your customer service and sales. Delight your customers sustainably, reach new target groups, and unlock your full revenue potential.
My approach: strong customer focus, pragmatic implementation, and transparent communication. I provide consulting that is hands-on, fair, and always solution-oriented. Long speeches are not my style – I prefer to get straight to the point
Core Competencies
Customer Service
- Create a consistent
customer experience - Design customer-oriented
and lean processes - Secure quality and
competence
Sales
- Maximise your
lead potential - Integrate sales
in service - Utilize cross-
& upsell potential
Contact Center
- Setup and optimise
your customer service - Decide on
make or buy - Manage and
motivate partners
Digital Transformation
- Integrate digital services
and channels - Automate processes
and increase efficiency - Leverage
AI potential
CRM Solutions
- Select the best
fitting technology - Transfer requirements
into working solutions - Support rollout, configuration
and integration
Support
- Project Management
- Organisational Consulting
- Process Optimisation
- Recruitement
- Trainings and Coachings
About me
With more than 20 years of experience in Customer Care, I have worked internationally in various management positions and as a consultant for a wide range of clients and industries.
Since 2021, I am working as an independent consultant, supporting companies in making their customer interactions more efficient, digital, and customer-centric.
Being familiar with management, employee, and customer perspectives, I aim to connect people, technology, and processes in a way that creates tangible and measurable value.
As a certified project manager (PMP), I also bring the methodological and technical expertise required to manage even complex projects in a structured and successful manner.
„The customer should be at the center of every business activity. In reality, however, this goal is often overlooked. The result is short-term initiatives that create costs but fail to meet expectations. Together, we can restore customer focus – as the foundation for sustainable success.“
Gregor Henke
Professional Experience
Example Projects
Setup of customer care units
Establishment of organisation including all processes, technology, recruitement, definition of mission statement and goals, integration with other company units.
Reorganisation of call center units
Realignment with focus on sales. Introduction of service provider management, bonus-malus model, reporting and dashboards, training and coaching concept.
Implementation of various CRM solutions
Vendor selection, process mapping and redesign, integration with third-party systems, configuration, testing and rollout, training and user support.
Implementation of knowledge bases
Vendor selection, knowledge management setup, content collection and structuring, integration into different channels, training and coaching.
Industry Sectors
Retail, Wholesale, Medical/Health, Logistics, Mobility, Technology, Telecommunications
Systems
Atlassian Jira and Confluence, eGain Customer Engagement Suite, Microsoft Dynamics CRM, Oracle CRM, Sabio Knowledge Base, Salesforce CRM, USU Knowledge Base, Zendesk
Contact
GREGOR HENKE
CX21 CONSULTING
Willy-Brandt-Allee 31a
23554 Lübeck
Germany
Phone:
+49/152/52827110
E-Mail:
info@cx21.de
