Brian Kling is an American emigrant based in Switzerland since 2006. He enjoys working with teams and brands to help solve existing problems or to envision the future with a plan to get there. He serves as a catalyst, connecting the dots and building bridges between teams, generating new ideas and possibilities, helping to making innovation real. He uses and facilitates Service Design Thinking methods to ensure we craft human-centered solutions, creating customer experiences that really make the world a better place.
He has worked with large brands in Europe and the US as a consultant, as well as internally as an employee, and is comfortable talking with everyone from the C-suite to interns to customers. He is interested in both full time and contract work and excels at remote collaboration.
Experience includes: service design thinking, development of new ideas and approaches, support/service operations optimization; content strategy & execution; crowd-sourced ideation, knowledge creation and translation; Voice of Customer (VOC) measurement & feedback programs; metrics & analytics dashboards; customer experience design for both internal and external services & programs; Advocate recognition & retention; ROI and value models. During his tenure with software developer Autodesk, they won a Gartner CRM Excellence award for optimizing online customer service through CRM & social platform integration. They also won a "Best Community ROI" award at Lithium's annual LiNC conference for proving annual Support cost savings of $6.7M using online community. Prior to Autodesk he has 18 years of experience in consulting, training and business optimization in the engineering/architecture industry. An avid public speaker, Brian is also trained in information design as well as presentation design & delivery. Brian's native language is English, but he is also fluent in German and proficient in French.
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