Niels Corsten

Niels Corsten leads the CX & Journey Management practice at Deloitte Digital and is the author of Deloitte's Journey Management Model, a hands-on implementation framework for journey management.

With over a decade of experience in service design and CX, Niels has guided organizations across commercial and public sectors through large-scale journey management transformations, delivering dual wins: measurable improvements in customer satisfaction alongside organizational efficiency gains. He is convinced: journey management is not a customer experience challenge, but a business transformation. Therefore, his work spans not just journey mapping, but strategy, operating model redesign, technology implementation, and journey-led governance—shaping the conditions for great customer experiences to happen.

Before joining Deloitte Digital five years ago, Niels led the CX & Service Design team at Vodafone and spent his formative years at a leading service design agency in Amsterdam, collaborating with diverse service organizations to design impeccable journeys and embed service design into businesses.