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Michael Brandt

Founder & Senior Consultant at CX-Excellence

Lugano, Switzerland

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

Michael Brandt Points
Academic 10
Author 12
Influencer 25
Speaker 24
Entrepreneur 0
Total 71

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Individual
Theatre: Global
Minimum Project Size: Undisclosed
Average Hourly Rate: Undisclosed
Number of Employees: Undisclosed
Company Founded Date: Undisclosed
Media Experience: 10 years
Last Media Interview: 07/14/2022

Areas of Expertise

Analytics
Business Strategy 30.93
Change Management
Customer Experience 31.33
Customer Loyalty 32.60
Leadership 30.02
Management
Project Management
Risk Management

Industry Experience

Engineering & Construction
Industrial Machinery & Components
Manufacturing
Metal Products
Oil & Gas
Travel & Transportation
Utilities

Publications

2 Article/Blogs
No business is too small to think about Customer Experience
Michael Brandt
August 06, 2021
Even small businesses need to think about how they communicate with customers.

See publication

Tags: Business Strategy, Customer Experience, Customer Loyalty

Leaders Wanted!
Michael Brandt
August 08, 2020
Leadership is not just about hierarchy. It is about culture and personality.

See publication

Tags: Leadership

1 Book Chapter
Customer-oriented Issue Resolution as a Market Differentiator
American Society for Quality India Pvt
November 01, 2015
Explains how a customer-oriented complaint resolution plan can differentiate a company from its competition

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Tags: Business Strategy, Customer Experience, Customer Loyalty

1 Speaking Engagement
You owe your customers an answer!
Futurelab
November 03, 2022

See publication

Tags: Customer Experience, Customer Loyalty

4 Trainings
Interactive Voice of Customer Programmes Workshop
CX-Excellence
October 06, 2022

See publication

Tags: Customer Experience, Customer Loyalty

Interactive Customer Journey Mapping Workshop
CX-Excellence
September 22, 2022
2-day interactive customer journey mapping workshop

See publication

Tags: Customer Experience

Interactive Customer Journey Mapping Workshop
CX-Excellence
September 21, 2022

See publication

Tags: Customer Experience, Customer Loyalty

Customer Journey Mapping
Weventz SIngapore
December 15, 2021
A 2 half-day workshop on Customer Journey Mapping

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Tags: Business Strategy, Customer Experience, Customer Loyalty

2 Visiting Lecturers
Service Excellence in B2B
ZHAW School of Management & Law
March 23, 2021
Guest Lecture ZHAW School of Management & Law - "Service Excellence in B2B" (2020, 2021)

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Tags: Business Strategy, Customer Experience, Customer Loyalty

Service Excellence in B2B
ZHAW Zürich School of Management & Law
March 10, 2010
Guest Lecture ZHAW School of Management & Law - "Service Excellence in B2B" (2020, 2021)

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Tags: Business Strategy, Customer Experience, Customer Loyalty

3 Webinars
3 steps to improve your CSAT score
Engati
February 03, 2021
Customer Satisfaction and Complaint Management

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Tags: Customer Experience, Customer Loyalty

B2B CX, the difference from Customer CX
Sandsiv
January 28, 2021
The difference between CX in a B2B and B2C environment

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Tags: Customer Experience, Customer Loyalty

Do companies care about your feedback?
Vantta
February 07, 2020
Discussion about whether customer feedback matters

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Tags: Customer Experience, Customer Loyalty

Thinkers360 Credentials

1 Badge

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Michael Brandt