Andreas Penkert

Managing Consultant

+49 171 4809337

Andreas Penkert leads the Global Tribe Lead Customer Excellence, Marketing, Sales & Service and has been passionate about customer experience for over 20 years. He started his career as a Customer Service Manager at a large international retail company. In 2008, he moved to the consulting side at Detecon and is now responsible for the consulting portfolio at the direct interface to the end customer - both B2C and B2B.

Andreas advises clients from the telecommunications and other large service industries on the (digital) optimisation of the customer experience along the entire value chain. In doing so, he follows the conviction that the customer is at the centre of every entrepreneurial activity from the very beginning and that business models in the digital age are only successful if they are consistently thought about and designed from the customer end-to-end. In the projects for which he is responsible, the productive balance between outstanding customer experience on the one hand and cost efficiency on the other is always an important premise, which is not a contradiction thanks to the possibilities of digitalisation.   
Numerous articles and studies have emerged from his insights and ideas around customer excellence.

In addition, Andreas has been publishing regularly in Detecon's successful "Future Telco" series since 2014. 

Core Competencies: 

  • Topic expertise on Customer Excellence, Sales & Service  
  • Management of consulting projects on customer experience and digital transformation  
  • Customer journey modelling and design thinking  
  • Service strategy, innovation and operationalisation  
  • Accompaniment of transformations and change processes  
  • Workshop facilitation and coaching