XCSE was founded in 2011 by Daniele Casuccio and Philip Heimann. Both are leading experts in sales and service operations management, strategic and operational consulting, and technology implementation. To best serve our clients, we employ high-performance operational teams and and we collaborate with other experienced, senior industry experts.

XCSE's high performance operational teams consist of professionals with exceptional communications skills and a true passion to excel at sales and service.

Our senior industry expert network includes international managers who have built and managed some of Europe's leading contact center companies.

Meet some of our people

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Daniele
Daniele is co-founder and Managing Director. He studied nuclear engineering and speaks Italian and English. Daniele previously worked as a manager in the customer service industry and was a project manager at McKinsey & Company. He has built and transformed numerous customer service operations across the world.

“For me, highest quality customer service means having the ability to quickly understand who your customer is and then focusing entirely on them for the duration of the contact. Leading the call without the customer noticing that you are leading it and connecting personally with the customer in the process.”
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Eugenie
Eugenie is a Consultant. She studied History of Art and Photography and speaks French, Italian, English, and Spanish.

“For me, highest quality customer service means establishing a personal connection with my customers through friendly and personalized advice, assistance, or support.”
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Sarah
Sarah is a Quality Responsible. She studied primary school education and speaks Dutch, English, German, and French.

“For me, highest quality customer service means "shining at the customer like the sun". Surprise them! Go the extra mile to give them the feeling that they are a highly valued individual.”
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Philip
Philip is co-founder and Managing Director. He studied international management and holds a PhD. in Economics. He speaks English, German, and French. Philip previously worked as a manager in the customer service industry and was a project manager at McKinsey & Company. He has built and transformed numerous customer service operations across Europe and the United States.

“For me, highest quality customer service means rock-solid process knowledge and the real, empathetic wish to help, delivered in a most professional way. Asking lots of questions and treating each customer as the individual they are. It’s science and it’s art.”
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Nico
Nico is our Operation Manager. He studied Business Administration with a focus on Tourism and Event Management. Nico speaks German, English, French, and Spanish.

“For me, highest quality customer service means more than just helping people with their issues, it's making them happy and exceeding their expectations by giving real advice to address their real needs.”
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Idrice
Idrice is a Deputy Team Leader. He studied Sales & Communication and speaks French, English, and Spanish.

"For me, highest quality customer service means exceeding customers’ expectations. Not just answering their initial inquiry, but going beyond that by asking and probing for what more can we do for them."
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Sebastian
Sebastian is a Team Leader. He holds a degree in Business Communication and speaks German and English.

"For me, highest quality customer service starts with seeing the interests of the customer as your own interests. I don’t want to help people just with the process, but want also to be supportive at the emotional and human levels. I aim to get all of my customers to smile at least once during each contact.“