Johann Laskowski
About Johann Laskowski
Johann Laskowski is the Director of Customer Experience EMEA at Kennametal, where he has worked since 2013. He has a background in customer fulfillment and IT services, and he holds an MBA from the University of Liverpool.
Current Role at Kennametal
Johann Laskowski currently serves as the Director Customer Experience EMEA at Kennametal, a position he has held since 2013. He is based in Neuhausen, Switzerland, and manages a team of 250 Customer Service Representatives. In this role, he oversees an annual budget of 18 million USD, focusing on enhancing customer experience across the EMEA region.
Previous Experience at Kennametal
Prior to his current role, Johann Laskowski worked at Kennametal in various capacities. He served as the Director Customer Fulfillment Europe from 2007 to 2013, and as the Manager IT Services Europe and Asia from 2004 to 2007. His tenure at Kennametal spanned nearly a decade, during which he contributed to significant operational improvements.
Education and Qualifications
Johann Laskowski holds a Master of Business Administration (MBA) from the University of Liverpool, which he completed from 2012 to 2016. He also studied at the Accountancy School, where he achieved qualifications in Accountancy and Computer Science from 1989 to 1992. Additionally, he earned a Bachelor’s degree in Law from Nicolaus Copernicus University between 1986 and 1989.
Key Achievements in Customer Service
Johann Laskowski has implemented the Interactive Intelligence Contact Center Solution globally across 50 Customer Service locations. He led the integration of customer service organizations following four acquisitions, achieving savings of US$485K through process standardization and offshore labor utilization. Under his leadership, employee engagement in the customer service team increased from 42% to 63%, earning the Kennametal Value Business System Award in 2014 and 2015.
Technological Innovations in Customer Experience
In his role, Johann Laskowski drives the implementation of new technologies aimed at enhancing operational efficiency. This includes the introduction of web-based order entry systems and e-self technical services, which are designed to improve customer interactions and streamline service delivery.