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Thomas |
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| Dusseldorf |
Based at Booz & Company Dusseldorf office, Thomas Künstner is a specialist in convergence markets. He also advises top management teams in the media and communications industries on strategic and organizational issues.
Mr. Künstner leads projects for major media, telecommunications, and CATV companies as well as Internet service providers (ISPs) across Europe and the United States. His experience focuses primarily on growth strategies, performance improvement, and customer-centric organizational design.
Examples of his engagements in support of Booz & Company clients include:
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Transforming the customer service organization of a leading European mobile operator from a product-centric to a client-centric operating model. The two-year program significantly reduced service cost per customer while moving the operator from fourth place to first in the market in terms of customer satisfaction.
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Developing a new global operating model for a satellite operator that was challenged with a major shift in demand and competition and supplier consolidation. The new organization allows the operator to increase its focus on key growth segments while capturing significant synergies in the infrastructure domain.
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Developing industry scenarios as part of a major multi-country study for a leading European CATV operator. The study assisted the client in successfully shaping the European regulator agenda in that domain.
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Defining strategies and major portfolio and organizational realignments for a leading European ISP/portal player. The team assisted the client through a major strategic shift from an access-driven business model to a Web 2.0/audience-driven strategy that relied on advertising and content-related revenue streams.
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Assisting a leading European integrated telecom operator in the design and launch of an x-business unit service program for its most valued consumers. The nearly self-funding program doubled customer satisfaction ratings. It was rolled out to the full customer base of 30+ million.
A frequent speaker at industry conferences, Mr. Künstner is also an author and co-author of several articles and books, including Customer Centricity: New Opportunities for the Media Industry.
Before joining Booz & Company in 1993, Mr. Künstner received an honors degree in business administration from Passau University and Aston Business School in the U.K.