I help companies get real results from their customer service: the right tools, processes that fit, and, increasingly, AI that actually resolves customer issues.
What I do
I’ve worked with Zendesk for 15 years, on both sides: inside Zendesk and for its customers. Today, my focus is where customer service is heading. That means AI agents working alongside human teams, help centres rebuilt so AI can use them, and processes redesigned instead of simply copied into new tools.
Currently, I’m working with clients to use Zendesk AI agents and copilots on real support scenarios.
My background
Zendesk, 2011–2016.
I was one of Zendesk’s early employees in EMEA, based in London. I worked in sales enablement and spent three years as a Customer Success Manager. My last role was as a pre-sales consultant. I saw the product, the customers and the sales cycle from almost every angle.
Guidoo Services, since 2016.
I founded Guidoo, an official Zendesk partner. With my team, I’ve implemented Zendesk for companies ranging from startups to large corporations, and trained 1.000+ agents and administrators along the way.
What 15 years of Zendesk projects taught me
A new tool won’t fix an old process. The projects that struggled were the ones where teams copied their old workflows into Zendesk unchanged. The ones that succeeded used the switch to rethink how they work.
Go-live is the start, not the finish. A clean setup means nothing if agents work around it. Success is decided in the weeks after launch: adoption, ownership and constant small improvements.
AI exposes what’s broken. An AI agent is only as good as the knowledge and processes behind it. Outdated help centre articles and unclear policies are a nuisance for humans; for AI, they’re a dead end.
Customers judge outcomes, not tools. Nobody cares which platform you use. They care whether their problem was solved, quickly and the first time.
Certifications
- Zendesk Implementation Expert (2023)
- Zendesk Certified Admin
Contact
Based in Zug, Switzerland.
Languages: German and English