Michael knows a one-size-fits-all solution won’t work with customer experience, so he brings a strategic and human-centered lens and toolset with him when he’s solving your most difficult issues.
He recognizes that businesses are most successful when they have a clear understanding of their target customers. He combines customer data and 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.
Michael joined West Monroe after earning a bachelor’s degree from the University of Illinois.
Michael’s passion for great customer experience doesn’t end when he leaves the office. He enjoys using his annual visit to the happiest place on earth – Disneyland – to continuously learn from one of the CX greats. He lives in the western suburbs of Chicago with his family.
Not only is Michael a member of the Customer Experience Professionals Association, he also produces and cohosts a podcast on the subject: “This is CX” is a West Monroe show all about customer experience that has more than 50 episodes.