As a Consultant in the Lausanne office, Franck is convinced that beyond strategic alignment, employee engagement and customer engagement are the fundamentals of service excellence and competitive advantage leading to better business performance.

For any compelling brand or service, the employee’s engagement (including partners) allows to create a seamless experience that can surpass customer expectation, hence engaging the customer to return and to recommend the service. Understanding the strategic intent of organisations, the dynamics – and the resilience – of the stakeholders in the customer journey, the complexity of the service delivery would it be in the physical world or in the connected world, are all dimensions that need to be covered when addressing service excellence. Prior to joining EHL Advisory Services, Franck started his career in the IT industry (AlcatelLucent Enterprise/Business Communication) as a sales engineer and then business developer in charge of strategic partnerships, leading teams in France, Brazil, Sweden and the US. Earnest about his interest in hospitality management and customer care, Franck undertook the EHL Masters programme in 2012 to then move to a new set of leading roles as hotel manager and hotel director in various properties.

Franck holds a Master of Sciences in Telecommunications from Telecom Bretagne, a Master of Business Administration from London Business School and a Master of Hospitality Administration from Ecole Hôtelière de Lausanne. He is a French native, fluent in English, Spanish and Portuguese.

• Customer service design | Employee engagement
• Digital transformation & Digital Marketing
• Business Effectiveness and Strategic Alignment
• Business Development | Strategic Partnerships