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Listen, Vision and Fun,
Gets any problem done

Hi! I am Patrick

Product Experience and Innovation Coach

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Who am I

Hi! I am Patrick, a Product Experience and Innovation Coach.

I will guide you to create the best Total Experiences* for your products and services, boosting your bottom-line.

Sounds good? Let’s get started!

*The blend of User Experience, Multi Experience, Customer Experience and Employee experience aiming at ultimate brand experience.

More about my background

I graduated from the business school ESCP Europe, Grande Ecole, holding a Master of Science in Management and have extensive experience as Marketing & Technology Consultant and Product Manager with focus on innovation at leading corporations in their respective fields, Caterpillar, DentsplySirona and Straumann.

  • At Caterpillar, I defined new technology features and business models for their machinery. And supported NPD (New Product Development) Projects worth $100m
  • At DentsplySirona, I launched the world’s most advanced Endodontic platform (within 5 years more than $23m sales), consisting of Hardware (dentist cordless devices) and Software (iPad App) and developed  additional commercial services around that platform. My extended responsibilities cover a product segment worth $30m sales per year.
  • At Straumann, I developed digital commercial solutions for digital equipment like Intra Oral Scanners, 3D Printers, Lab Scanners, etc. pushing sales by CHF 1.5m in Q4 2021. Furthermore, I created a new Digital Business model: Changing from selling equipment to providing a service: Workflow as a Service (WaaS) model.
  • In all three jobs, my focus has been to provide the best possible Experience to the customer.

More about my experience

My area of expertise is best described as Total Experience Management, actually one of the Top Technology Trends for 2021 as per Gartner. In detail:

  • User Interfaces (UI) and User Experiences (UX) – The core human interaction with a product and/or solution
  • Multi Experience (MX) as extension to UX – Voice, touch, gesture control, etc. of an interface
  • User Research (Insights/VOC collection) – the baseline for great experiences
  • Customer Experience (CX) – UX extends into CX
  • Business (Model) Innovation – The right business model can boost your CX
  • Employee Experience (EX) – Fully engaged and motivated employees are essential for great UX & CX.

The common denominator of the aforementioned areas is creating and designing Total Experiences.

Best in class Experiences for Users and Customers of your Products and Solutions (the “Front End”). And best in class experiences for Employees (the “Back End”).

I help companies create outstanding Total Experiences with the objective of increasing their market value, market share and ultimately profits.

Who is my service for?

My services are equally suited for both startups and larger companies like, SMEs or Multinationals.

Startups

  • You have a great idea and need advice on how to bring it to life? Get in touch.
  • You already have established your Startup and are preparing your pitch for investor rounds (pre-seed, Series A, …)? Get in touch.
  • You are a startup, but you realized that you are missing your product and/or service revenue targets? Get in touch.
  • You are a startup and need to pivot due to an adverse impact of external factors? Get in touch.
  • You are a startup and things just don’t work out the way they should. Get in touch and we’ll figure it out.

SMEs & Multinationals

  • Covid-19 hit your business strongly and you probably find yourself in a situation where you feel the need of re-inventing yourself. Get in touch and I help you to figure out what to do.
  • Your customers had to switch to different channels due to Covid-19 restrictions and now the way of interacting with them changed and hence the way they experience your products and services as well. Get in touch and we’ll figure out how to optimize and align different experiences.
  • You want to be better than your competition, but you have similar products. Get in touch and we’ll check how to innovate.

What do I offer?

I offer adapted coaching sessions depending on your Experience- and Innovation-need.

Since every company is different, I fully customize my services for you.

You do not exactly know what you need, but you’re missing your product and service revenue targets? Get in touch with me and we will figure it out together.

Coaching
Fully customized

Why is that relevant?

  • You may be in the situation that your products aren’t that successful in the market than initially anticipated or fail entirely.
  • You may have frustrated customers calling you and you do not know what to do.
  • You may have a competitor who seems to be doing better than you and you don’t know why.
  • Your development projects are lengthy and costly, and you’d like to optimize that but don’t know how to approach, where to focus.

There could be several explanations to the above, and together we will analyze the situation, starting with the customer problem, looking at the proposed solution and the actual customer experience.

My approach

The way I approach projects is to carefully and actively Listen to every stakeholder (internal & external) involved. Then to establish a Vision based on what I heard, mixing it with the experience I gained working on lighthouse projects at multinationals and in multi-national teams in the past. And last but not least it is important to have Fun together, enjoying talking to and working with business partners from all over the world.

I call it:

Listen, Vision and Fun, gets any problem done. The baseline for great Experiences.

Additionally, I combine my aforementioned baseline for Experiences with the following equation:

UX+MX+CX+EX=BX*

*Remember, your Brand Experience is the sum total of your User Experience, Multi Experience, Customer Experience and Employee Experience.

More about these abbreviations

UX = User Experience
“User experience” encompasses all aspects of the end-user’s interaction with the company, its services, and its products.
https://www.nngroup.com/articles/definition-user-experience/

MX = Multi Experience
“Multiexperience refers to the various permutations of modalities (e.g., touch, voice and gesture), devices and apps that users interact with on their digital journey across the various touchpoints.“
https://www.gartner.com/en/information-technology/glossary/multiexperience-development-platforms-mxdp

CX = Customer Experience
Customer experience (CX) is a term commonly used to define UX over long periods of time.
https://www.nngroup.com/articles/ux-vs-cx/

EX = Employee Experience
The employee experience is the journey an employee takes with your organization. It includes every interaction that happens along the employee life cycle, plus the experiences that involve an employee’s role, workspace, manager and wellbeing.
https://www.gallup.com/workplace/242252/employee-experience.aspx

BX = Brand Experience
The totality of all sensations, feelings, thoughts, and actions evoked by a brand.
https://howbrandsarebuilt.com/blog/2019/01/30/definition-what-is-brand-experience/

Experiences are interdependent and an outstanding User Experience, Multi Experience, Customer Experience and Employee Experience ultimately lead to a superior Brand Experience which separates good companies from great and unique companies. A positive equation leads to happier customers, happier employees and happier investors. A triple win in fact. And one of the Top Technology Trends for 2021 as per Gartner.
https://www.gartner.com/smarterwithgartner/gartner-top-strategic-technology-trends-for-2021/

Pricing

Depending on the level and intensity of the collaboration and the duration of the project: ad-hoc session, short-term (normally 1 – 3 months), mid-term (normally 4 – 12 months) and long-term (above 12 months), we agree on a fully customized package for you which fits perfectly your individual needs.

For a quote please get in touch.

The first hour is always for free.

Testimonials

“Patrick is a fantastic person to work with. He is full of energy and has not only the gift to very quickly understand abstract problems but also to directly come up with innovative ideas and solutions. He helped us further define the vision of ARHUB and from there suggested potential adequate adjustments to our business model to get rock solid for potential investor rounds and hence also for the future.”

Natalya Lopareva, CEO of ARHUB
www.arhub.swiss

CONTACT US

Get in touch

    +41 (0)786389672

    patrick.frank@three2infinite.com

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