Carsten Hilbers

Since 2018 Carsten Hilbers leads as Director the Customer Experience, Customer Journey Management and Digital Self-Service business division. In this position his main focus is to optimize the NPS across all touch points, all customer-relevant processes and to digitalize and automate our key processes. Beside other KPIs a significant NPS uplift of more than 75 percentage points has been achieved since Carsten & his teams have started the NPS program in 2018. Also the important CX1 Award could have been won in 2020 and the CONNECT Hotline (Service Quality) Test in 2022. Before Carsten has joined Tele Columbus, he worked within various (international) senior leadership positions at Citigroup, Barclays and within the leading US healthcare supply chain management provider, GHX. Carsten holds a Diplome within economics and a Master degree within international management & economics.