Michael has been innovating in customer experience for nearly 25 years. For as long as he can remember, his passion has been understanding human behavior in the marketplace. Studying customer emotions and their unconscious decision making has given him a unique perspective in the field. It has led him to create straightforward models and frameworks for organizations to effectively identify and respond to customer needs.

 

He views customer experience as a business development strategy that makes companies more competitive, improves retention and increases revenue. Serving as both an internal leader and consultant, he has successfully led initiatives on customer experience strategies, culture change, technology design and adoption, education and customer insights.

 

Key industry experience includes:

​​