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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
Media Experience: 10 years
Last Media Interview: 07/14/2022

Areas of Expertise

Analytics
Business Strategy 30.98
Change Management
Customer Experience 32.18
Customer Loyalty 33.20
Leadership 30.03
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.

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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.

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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

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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

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Tags: Customer Experience

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

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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

2 Badges

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Michael Brandt