Markus Eberhard

Building his career on a foundation of expertise in product development, usability engineering, process engineering and online development, Markus Eberhard combines strategic and holistic management experience with his leadership experience of running operational and business development teams. His international carreer started with an academic context and project management in software development industry. After these positions based in Germany he moved to Switzerland and entered telecommunications sector.

At Swisscom, Switzerland’s leading telecommunications provider, Markus started within Swisscom’s IPTV project and was in charge of the team designing all user interfaces including ordering and configuration UIs. Based on this experience he built a team designing end to end processes as driver of customer experience design.
After being responsible for Swisscom’s Usability Design Center he focused for more than three years on growing and running Swissscom’s selfservice/selfcare business and established the online selfcare channel as important part of the companies support business model. In 2011 his success within the area of digital service channels like Social Media, Chat and Forums was awarded by the “Swiss CRM Innovation award” and the “Golden Headset Award”.

In 2012 Markus headed a department called “Online and Crosschannel Support” combining strategic development as well as the operations of the Selfcare Channel, Digital Services like Chat and Social Media, e-shop backoffice, internal and external information and knowledge management and customer notifications.

Currently Markus is responsible for the development of the online channel and realizing the crosschannel strategy of Swisscom. His unit combining business managers, interaction & solution designers, developers and project managers, is responsible for the online- and crosschannel strategy and its implementation.