Nils Hafner

Prof. Dr Nils Hafner is an international expert in building long-term profitable customer relationships. He is Professor of Customer Relationship Management at Lucerne University of Applied Sciences and Arts and heads two study programmes on digital banking and sales and marketing in banking. Nils Hafner studied business administration, psychology, philosophy and modern history in Kiel and Rostock, Germany. He completed his doctorate in innovation management/marketing on the quality control of call centre services. After working as a CRM practice leader at one of the world's largest consulting firms, he set up the first CRM Master's programme in German-speaking countries from 2002 to May 2006. This was followed by a total of 18 academic programmes on the subject of customer management and customer integration.

Today, he is an author and international keynote speaker and advises the management and boards of medium-sized and large companies in Germany, Switzerland and throughout Europe on the development of corporate competences in customer management. Nils Hafner gives around 30 keynote speeches a year at public and non-public events on the subject of "customers".

His clients include Hugo Boss, Deutsche Bank, UBS, Credit Suisse, Allianz SE, Helvetia Group, Zurich (Switzerland), Six Payment Services, AXA, ZKB, Zuger KB, various other cantonal banks, Raiffeisen Switzerland and around 80 other companies. His consulting focus is on long-term profitable service strategies.

In his blog "Hafner on CRM" and his podcast "Hafners CX Podcast" he tries to bring out the informative, beautiful, bad, tragic and funny sides of the topic. He has also been publishing the CRM trends of the year there since 2006 and the CEX Trend Radar together with German consultant Harald Henn since 2020, which has now become an internationally relevant decision-making basis for technology and process consulting in top management and is systematically promoted by global technology providers.