About SHIFT11

We turn experiences
into competitive advantages.

As Austria's leading strategy consultancy for Customer Experience, we help top brands build customer experiences that are meaningful, feel right and genuinely surprise.

Our Mission

Making experiences feel right.

We are SHIFT11: experience designers and innovators by passion. For Austrian and international top brands we have successfully delivered numerous CX projects.

A consistent and inspiring Customer Experience along the entire Customer Journey, anchored in a customer-centric business model, is the key to success in today's Experience Economy.

Managing Partners

Extensive experience and diverse backgrounds

Managing Partner Michael Thurow

With over 20 years of experience in CX, human-centred innovation, corporate architecture and product development, Michael brings deep expertise in designing innovative customer experiences. His work has been recognised with the Austrian State Prize for Design, the Red Dot Award and the Design Management Award.

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Managing Partner Tobias Göllner

Tobias has more than 15 years of experience in Customer Experience, customer-centric innovation and product development at corporates and top brands. His background in strategy consulting makes him the bridge between CX strategy and business.

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How we work

Explore, prototype,
test, repeat.

Start from the customer's reality

We go out and talk to real customers. No assumptions, no templates: real insights as the starting point for every strategy.

Method meets empathy

Design Thinking, Lean, Service Design, UX Research, combined with genuine curiosity about people and their experiences.

CX for a reason

CX is a means to business impact: fewer customers lost, more won, and a higher customer lifetime value.

Right mix

Every project team is built from the right mix of our core team and a pool of 20+ specialists, tailored precisely to your context.

Science, teaching & practice

Teaching at universities and universities of applied sciences, we connect current research with 20+ years of hands-on project experience.

Ready to work together?

We look forward to your project.

Start a conversation

Our Team

An experienced team.

On every project, both Managing Partners are your direct point of contact. Behind them sits a pool of 20+ specialists, with expertise in Service Design, UX Research, CX Strategy and AI.

That means we can work on a personal level and still handle complex projects together.

Managing Partners as direct contact

20⁺

Specialists in the expert pool

Vienna

HQ in Vienna, active across DACH & internationally

We turn experiencesinto competitive­ advantages.

Explore, prototype,test, repeat.

An experienced team.

Let'stalk.

We turn experiences
into competitive advantages.

Explore, prototype,
test, repeat.

Let's
talk.