Michael knows a one-size-fits-all solution won’t work with customer experience, so he brings a strategic and human-centered lens and toolset with him when he’s solving your most difficult issues.
He recognizes that businesses are most successful when they have a clear understanding of their target customers. He combines customer data and research methods to enable clients to understand customers’ pain points and improvement opportunities with their existing experiences. He then helps those organizations realize that competitive advantage by implementing people, process, and technology best practices that deliver better experiences that tie directly to key business outcomes.
Michael joined West Monroe after earning a bachelor’s degree from the University of Illinois.
Michael’s passion for great customer experience doesn’t end when he leaves the office. He enjoys using his annual visit to the happiest place on earth – Disneyland – to continuously learn from one of the CX greats. He lives in the western suburbs of Chicago with his family.
Not only is Michael a member of the Customer Experience Professionals Association, he also produces and cohosts a podcast on the subject: “This is CX” is a West Monroe show all about customer experience that has more than 50 episodes.
This is CX, Episode 61: The Customer Success Equation: A Conversation with Gainsight CEO Nick Mehta
This is CX, Episode 60: Getting back to growth: A conversation with Salesforce's Tiffani Bova
This is CX, Episode 59: Digital Metamorphosis: Rethinking How Organizations Work to Drive Digital and Customer Experience
This is CX, Episode 58: Best practices to enable work-from-home customer service professionals
This is CX, Episode 57: Innovating on customer service and cost reduction in response to COVID-19
This is CX, Episode 55: Come together: The merging of customer experience and customer success
This is CX, Episode 51: 4 ways to scale and operationalize your journey efforts
This is CX, Episode 49: 7 mindsets to revive your voice of the customer program
This is CX, Episode 47: Five ways to recession-proof your business with customer experience
This is CX, Episode 46: An interview with Kyle McSlarrow, senior vice president of CX strategy and journey design for Comcast
This is CX, Episode 45: Reaction to the Wall Street Journal's article on the net promoter score (NPS)
This is CX, Episode 43: An interview with Todd Unger, chief experience officer of the AMA
This is CX, Episode 42: The impact of a customer-driven digital "product" mindset
This is CX, Episode 34: Understanding employee engagement through voice of the employee (VOE)
This is CX, Episode 32: Using human-centered design to improve employee experience
Digital Leaders: Learn from Digitally Mature Companies to Grow Revenue and Profits