Maturin Craplet

Maturin Craplet is a renowned entrepreneur and expert in customer experience (CX). He is best known for establishing the prestigious “Customer Service of the Year” competition and quality audit in the DACH region and the UK. Thanks to his many years of work at the intersection of customer service, market research, and strategic management, he is considered a sought-after specialist and speaker in the industry.
Since the launch of “Customer Service of the Year,” Maturin Craplet has led its rigorous audit process, which evaluates service teams, chatbots, and voicebots across all channels for speed, competence, and that crucial “human touch.” As the initiator of the “Customer Service Barometer,” he also provides data-driven insights into modern customer expectations and the influence of AI. His expertise is grounded in years of leadership experience at the Danone Group in the areas of supply chain, customer service, and sales. As an industry thought leader, he precisely translates complex study results into practical, proven recommendations that sustainably strengthen customer satisfaction and brand image.