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Mike has run 5 professional service practices in the last 25 years and consulted with over 500 clients on 700 projects in 24 countries. One of the pioneers of customer experience, Mike opened IBM Global Services' first customer experience practice in 1999.
Approachable. Inspiring. Creative. Patient.
If you want to work with someone who can guide you to your own next level while making you feel like the smartest one in the room, consider Mike as your Coach. He knows when to be patient and when to push. He knows when to listen and when you need to learn. He sees patterns other often miss. Best of all, he can help you find and eliminate your blindspots.
As a Design Thinker, Mike knows that to make experiences better, everyone has to be better off. He can teach you how to include your clients', your employees', and your shareholders' thinking in your customer experience strategies and designs.
He believes that the best designs bring more value to everyone. So, he coaches using this thinking framework in his coaching engagements. It includes:
By guiding you to clarity about the big picture and the details, Mike helps you win buy-in, begin the necessary culture change, and succeed with adoption.
Certified Customer Experience Executive
Issued by the Customer Experience Professionals Association (www.cxpa.org)
Certified Management Consultant
Issued by the Institute of Management Consultants (www.imcusa.org)
Certified Speaking Professional
Issued by the National Speakers Association (www.nsaspeaker.org)
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