Customer relationships as a growth engine – not an IT project.
I help executive teams and business units prepare CRM, customer experience and customer data initiatives strategically, scope them realistically and steer them effectively – with AI as a design lever, not a buzzword.
- Marketing
- Sales
- Service
- Field Service
- Data & AI
Partner, Ambit Group AG
Most CRM and CX initiatives don't fail because of technology – they fail for lack of clarity about goals, processes and value. Ambit CX Advisory starts before the project: clarify the ambition, understand the customer journey and the data foundation, develop a viable target picture – and only then decide on platforms and partners.
Strategic preparation here, delivery with the Ambit team. Ambit CX Advisory is the strategic advisory practice of Christian Schipp, Partner and CX Transformation Advisor at Ambit Group AG – a Microsoft Solutions Partner for Dynamics 365, Power Platform and AI across Switzerland, Germany and Austria. Preparation is guided by your organisation's needs; consulting and delivery are provided by the CRM & Customer Experience team at Ambit Group. And where a different platform is the better fit, I'll say so.
Where I create clarity
Six fields of action where strategy, organisation and technology come together – each with a clear outcome for your decision.
Customer Experience & Journeys
The customer experience as a growth engine: end-to-end journeys across marketing, sales, service and field service – instead of isolated touchpoints.
CRM Strategy & Target Picture
Translating ambition, maturity and priorities into a target picture for processes, organisation and architecture – realistic, manageable, tied to strategy.
Customer Data & Customer Data Platform
The 360° customer view as the foundation: data sources, quality, consent and architecture – the prerequisite for AI to deliver any value at all.
AI in CRM
From copilot to agentic assistant: concrete use cases, prioritised by business impact and feasibility – including the data and governance questions.
Evaluation & Vendor Selection
A lean, transparent selection of platform and implementation partner – driven by your actual needs, not by feature lists.
Programme Governance & Steering
Project organisation, roles, steering committee and roadmap – so the initiative stays manageable after the decision and the investment is protected.
Why preparation makes the difference
Four findings from research – and the reason clarity before the project is worth more than speed within it.
of transformations miss their goals.
of AI pilots create no measurable value.
of projects fail because of unclear, poorly managed requirements.
for every franc spent on technology, one is needed for people & change.
Where does your organisation stand?
The CX & CRM maturity check assesses your maturity across 8 dimensions – from strategy and customer data to AI – and generates a personal management report as a PDF. Free of charge, in about 15 minutes.
Your challenge is the starting point
Every role brings a different pain and a different target picture. Both belong on the table before anyone talks about systems.
Executive Board & Board of Directors
High investment, slow delivery. No clearly differentiating customer experience. AI stays a vision instead of becoming reality.
A solid basis for decisions, a clear link to strategy and a protected investment. Measurable business impact instead of buzzwords.
Head of Marketing
Fragmented data instead of a 360° customer view. Generic instead of contextual personalisation. Manual processes instead of scalable campaigns.
Orchestrated, personalised journeys, AI-powered segmentation and transparency on performance and attribution.
Deep dive: lead2cash.ch →Deep dive: agentic-cdp.com →
Head of Sales
Administration slows selling down. No clear view of pipeline and forecast. CRM data incomplete or outdated.
AI handles the routine in the background while sales focuses on customers and closing – with real-time transparency on priorities.
Deep dive: connected-sales.com →Head of Service & Field Service
High expectations meet overloaded processes. Knowledge is scattered, effort per case is high, planning quality fluctuates.
Agentic case handling, consistent service quality across all channels and AI-optimised scheduling with more first-time fixes.
Deep dive: serviceagent-ai.com →Deep dive: connected-fieldservice.com →
Five focus sites along the customer journey
For every function with major AI leverage there is a dedicated site – with concrete agent scenarios, evidence-based numbers and a potential calculator that quantifies the impact for your organisation in 60 seconds.
lead2cashAI in marketing
From first signal to revenue: AI-powered segmentation, orchestrated journeys and an end-to-end lead-to-cash process that aligns marketing and sales on one goal.
agentic CDPCustomer data & relevance
No more campaigns – time for relevance: the engagement layer with yawave learns in real time what matters to each individual right now, and delivers it on every touchpoint.
Connected SalesAI agents in sales
Same team, same budget, significantly more revenue: agents for lead qualification, closing and forecasting, so sales can focus on customers and deals.
ServiceAgent AIAgentic customer service
Case volume keeps growing, your team doesn't: autonomous agents resolve the routine around the clock, so your people get the cases that truly need a human.
Field Service AIAI in field service
Fixed the first time: fewer repeat visits, work reports dictated on site instead of at the kitchen table – and knowledge that doesn't retire with your best technicians.
We don't start with technology – we start with your ambition
Four phases that build on each other, from analysis to anchoring. Each phase ends with an outcome you can base decisions on.
Discover
Truly understand pain points and goals per role, the organisation's maturity and the framework conditions.
Design
Design end-to-end customer journeys and define the integrated data foundation as the basis for AI.
Strategize
Assess concrete use cases, prioritise by business impact and feasibility, and lock in the decision.
Empower
Implement the prioritised use cases, establish governance, enable the teams and scale sustainably.
One day that creates clarity: CX/CRM workshops
Strategy, business and IT at one table – with a maturity assessment, an analysis of your starting point, a live demo of Dynamics 365 and AI agents, and a concrete implementation recommendation. What you leave with is a solid basis for decisions, not another demo. Nine topics, one proven format:
Experience that protects your initiative
Successful transformation doesn't start with technology – it starts with a clear ambition. I combine more than 25 years in marketing, sales and service with cross-functional process expertise and hands-on experience in AI-powered CRM – the result is an integrated target picture that creates measurable business impact.
Track record
25+ years building and leading marketing, sales and distribution – the last 10 in CX / CRM & business applications, today as Partner and CX Transformation Advisor at Ambit Group AG.
Education
Executive MBA plus continuing education in leadership & organisation.
Attitude
Advisory as a service – at eye level, as an enabler and sparring partner for decision-makers. Your success is my passion.
Network
A broad network of specialists and decision-makers in industry, trade, services, associations and nonprofits – plus Ambit Group's locations in Switzerland, Germany and Austria.
"I don't start with the platform. I start with the question of which customer experience should set your organisation apart three years from now."
What decision-makers ask me first
Six questions that come up in almost every first conversation – answered here up front.
What sets Ambit CX Advisory apart from classic CRM consulting?
I start before the project. Most CRM and CX initiatives don't fail because of technology – they fail for lack of clarity about goals, processes and value. Around 70 per cent of transformations miss their goals, 47 per cent fail because of unclear requirements. Before any decision on platforms and partners, we clarify the ambition, understand the customer journey and the data foundation, and develop a viable target picture.
Do you also handle the implementation?
No. I guide the strategic preparation, structuring and steering – target picture, evaluation, programme setup and governance. Delivery is handled by the CRM and Customer Experience team at Ambit Group or, where a different platform is the better fit, by other implementation partners. That separation is deliberate: it lets me assess vendors objectively and keep your organisation's long-term interests at the centre.
Are you tied to Microsoft Dynamics 365?
Not as a matter of principle. I'm a Partner at Ambit Group AG, a Microsoft Solutions Partner for Dynamics 365, Power Platform and AI – I name that proximity openly rather than hide it. In an evaluation I go by your organisation's actual needs, not by feature lists. And where a different platform is the better fit, I'll say so.
What happens in a workshop?
One day with strategy, business and IT at the same table: a maturity assessment, an analysis of your starting position, a live demo of Dynamics 365 and AI agents, and a concrete implementation recommendation. What you leave with is a solid basis for decisions, not another demo. Maximum twelve participants, on site, at Ambit or virtual, in English or German. The format builds on the Microsoft Catalyst methodology and covers nine topics.
Which countries and languages do you work in?
Across Switzerland, Germany and Austria, in English and German. Ambit Group has locations in all three countries; workshops and advisory take place on site, at an Ambit location or virtually.
Where do I start if I'm not sure yet?
With the CX & CRM maturity check: it assesses your maturity across eight dimensions – from strategy and customer data to AI – and generates a personal management report as a PDF. Free of charge, in about 15 minutes. If you'd rather talk directly: a first, no-obligation conversation creates clarity about the next steps, even if it's still open which topic fits.
Let's talk about your customer experience.
Whether it's a health check, a workshop or long-term strategic support – a first, no-obligation conversation creates clarity about the next steps. In English or German, across Switzerland, Germany and Austria.