Marcus Nessler designs the Customer Experience of Samsung Electronics Germany as Head of Customer Experience since 2008. His responsibility includes the strategic development and operational management of all customer interactions, e.g. contact centers, digital services, content management, social media, and service marketing. Since 2018 he drove the transformation of Customer Support as a cost center towards a profit center.
Together with his team, he ensured Samsung Germany won frequently multiple CX awards for its customer journeys.
After graduating in business administration he previously worked at Hewlett-Packard in various German and worldwide management positions.
Beside of his responsibility at Samsung, Marcus is active member of a CX community in Germany and author of several CX articles published in Customer Experience specialist books.
Marcus lives with his wife, 3 daughters, and a dog in Mainz, Germany.