The ONLY coaching system you need to level up your customer fitness

(and monetise the results)


*Includes all the relevant training, implementation tools, templates and scripts from the Customerfit Academy

Do any of these sound like you?

  • A customer experience leader who works hard to create a more customer-centric business, but who also knows there is so much more that could be achieved.
  • An executive who understands that customer-centricity represents the next level of growth for their business, but who isn't necessarily clear on the 'smartest next move' to make it happen.
  • An entrepreneur who knows that beyond technology and innovation, success requires a strong customer-connection. But who doesn't have the resources of a major corporation to make this happen.

If so, then we're happy you found us.

Pedro Almeida

"Customerfit is a system that works. It gets people talking the same language. It identifies the gaps to make a business consistently good in being customer-centric."

 — Pedro Almeida, Director, Strategic Marketing, Wireco WorldGroup

We help you create more customer smiles and turn them into cash through

  • Customerfit Clinics, to quickly assess your company's customer fitness and identify your smartest next moves.
  • Mastery Programmes to help you excel in one or more aspects of customer experience management.
  • Performance coaching, where we are the personal customer fitness coach who helps your business better measure, manage and monetise CX.

"We did the Customerfit with a large x-functional group and were positively surprised how easy it works. The results were delivered and presented in a clear and actionable format and helped us on our CX journey." 

Lisa Kuhr, Director Consumer Operations, adidas

"Customer experience management is a discipline. If you play the right customer game, the scores will automatically follow."

Alain Thys

Your road to customer performance

Just like sports, customer experience is a competitive discipline. We help you compete to win. Our Customerfit System™ is a coaching method that helps you:

  • Assess your company's overall level of customer fitness
  • Create a realistic but ambitious roadmap to improve
  • Align relevant stakeholders around your CX vision/investment case
  • Implement customer fitness sprints that deliver fast results*
  • Continuously evaluate progress & recalibrate the plan

By turning customer experience management into a discipline, your business internalises the required CX capabilities. Until they become corporate muscle memory.

* While timeframes depend on your situation, we aim for visible progress within 100 days.

Keith Byrne

"Customerfit is of huge benefit when driving cultural change. Whether you are looking to shock your C-suite into action, or supplement your own research, the methodology can form an essential part of a change management programme or strategic reevaluation."

Keith Byrne, Manager Operations, Mercedes-Benz Financial Services BeNeLux

What you can expect

Whether you engage us for a four week Customerfit Clinic or a multi-year performance programme, expect us to support you with:

  • Expertise: Unless your business is an 'Elite' performer, 80% of your CX challenges have already been solved by someone else. We help you adapt 'proven practices' to your situation.
  • Co-creation: When you need to create 'unique solutions' for your business, we roll up our sleeves and co-create. Your coach has done your job, so they can help you find shortcuts and avoid costly mistakes.
  • Sparring: When you need to prepare a big presentation, overcome an unexpected challenge or have a difficult conversation with a stakeholder, we help you figure out the best approach.
  • On-field support: When the stakes are high, it can be nice that your coach is in the room. They'll support from the sidelines, or - within reason - roll up their sleeves to play with you.
  • Motivation: Even the most committed athlete has a bad day. We don't paint a needlessly rosy picture, but we'll get you back on your feet and ready for the next game.
  • Occasional 'tough love': We don't like doing it, but if we feel that you or your business are in the way of your own success, we'll tell it to you straight. Then we'll do everything to help you overcome that hurdle.

"It was an absolute pleasure to bring the Customerfit methodology to my company.

I thought I knew a thing or two about being customer-centric, yet this collaboration taught me what customer-centricity TRULY is."

Simona Augulyte, Customer engagement lead, NN International

Meet Alain Thys

Our Founder and Chief Coach

With 30 years of experience, he's one of Europe's veterans in the customer experience game. With his teams, he influenced the experience of over half a billion customers and 350,000 employees world-wide, creating hundreds of millions in value, and many more smiles.

This has taught him - the hard way - what works and what doesn't in the land of customer experience management. All this knowledge, plus that of the other Customerfit coaches has been integrated into Customerfit.

Alain is:

  • one of the world's first authors on the topic of customer-centricity, with the highly referenced book 'So You Want To Be Customer-Centric?'
  • the Experience Architect that helped the likes of Lexus, Vodafone, Philips, ING/NN, Mercedes, Coca Cola, Grant Thornton, Bordeaux Wines and many others design and level up their customer experience.
  • an international speaker known for his experiential and engaging approach to keynote presentations.
  • promoter of next level experience formats.

“For the first time in my life, I got a more structured way of thinking about customer experience and client satisfaction. This makes it possible to embed Customerfit in the talent development programmes of your organisation."

Nikolaas Tahon, Chairman, Deloitte Belgium

"Everyone wants to win the Customer Olympics. Get the best Net Promoter Scores. Delight.

But only few businesses approach this goal with the discipline of an athlete who relentlessly builds strength and ruthlessly addresses weakness. To become truly customer-centric, you need to step away from customer experience initiatives and start working on the CX capabilities of your organisation."

Alain Thys

Malcolm Stamper

"It is not often you get to work with partners that really understand customer centricity. Customerfit shows the team's experience and their ability to deliver a clear, practical for all, approach."  

Malcolm Stamper, Head of Corporate Brand, Etex Group

Let's meet up for virtual coffee

Get acquainted with your coach and discover how we can help improve your company's customer fitness levels.