Michael Manfredo helps organizations build competitive advantage by operationalizing customer experience as a business strategy. He recognizes that businesses are most successful when they have a clear understanding of their target customers and put their needs at the center when making business decisions.
Michael collaborates with executives to articulate how customer experience can deliver new value and differentiate an organization in the market. He combines customer data with quantitative and qualitative research methods to enable clients to understand customers’ pain points and improvement opportunities with their existing experiences. He then helps those organizations realize that competitive advantage by implementing people, process, and technology best practices that deliver better experiences that tie directly to key business outcomes such as improved efficiency and productivity, grow revenue, and increased retention.
Michael’s experience with a vast array of digital solutions and platforms – including customer experience management, customer relationship management and customer analytics solutions – enables him to help clients choose solutions that provide the best fit for their needs.
In particular, Michael has designed and implemented complex solutions across the array of Salesforce products, building out solutions to automate processes and aggregate data required to achieve the signature 360-degree view of customers. He also has experience integrating these tools with a variety of external systems, enabling both internal business users and external stakeholders to use the same data to make business decisions.
Michael joined West Monroe after earning a Bachelor of Science degree in General Engineering from the University of Illinois at Urbana-Champaign. He is a Certified Customer Experience Professional (CCXP).