Michael is a Customer Experience Strategist with many years’ experience implementing CX programs in global multi-cultural organizations. With over 25 years’ activity in B2B customer-facing operations, Michael assists B2B companies with their CX strategy, Customer Journey Mapping, Voice of Customer programmes and complaint management processes. With his experience and qualifications in Quality Management he is particularly skilled at establishing closed loop processes stemming from customer feedback, through continuous improvement processes, back to closing the loop with customers.

Michael has particular experience doing business in Asia Pacific, having spent 7 years in Tokyo as President of a Joint-Venture company, dealing with Japan, the People’s Republic of China, the Republic of Korea and Taiwan.

From 2012-2020 he was responsible for Process Excellence in Customer Care across the ABB Group’s worldwide network. Upon leaving ABB in 2020, Michael founded CX-Excellence.com and is also a Founder Member of the European Customer Experience Organisation (ECXO).

Michael speaks English, German, French and Italian.