Michael is a CX Strategist with many years’ experience implementing CX programs in global multi-cultural organizations. With over 25 years’ activity in B2B customer-facing operations, he was most recently responsible for Process Excellence in Customer Care across the ABB Group’s worldwide network from 2012 – 2020. His focus areas are Voice of Customer, Complaint Management and Customer Journey Mapping. Apart from being a Certified Customer Experience Professional, Michael also has qualifications in Lean 6 Sigma, NPS 2, and Risk Management. He studied Business Economics at the University of Zürich in Switzerland. Michael founded CX-Excellence.com in 2020 and is based near Lugano, Switzerland. He is also a founder member of the European Customer Experience Organization
Available For: Advising, Consulting, Influencing, Speaking
Travels From: Zürich or Milan
Speaking Topics: Voice of the Customer, Closing the Loop, Complaint Management, Cutsomer Journey Mapping, CX Strategy
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