LAURA LAZARESCOU

Customer Success Manager, Microsoft

The depth and quality of your experiences and the sincerity in your desire to help everyone in the room made my job a walk in the park.

BILL CHANG Ph.D.

Senior Data Scientist, eBay

Mike designed and implemented customer experience monitoring/analysis/improvement programs that revealed insights never thought before and drove significant process improvement.

ANGELA NEAL

Executive Vice President, American Marketing Association DFW

Mike, your 3-step process truly engaged the audience. They (including myself) were diligently capturing each step you shared - 1. Start with empathy; 2. Then test “the experiment “; 3. Look at the evidence.

Mike is an extremely passionate and knowledgeable CX professional. He is a great role model and mentor for any team that is seeking to move CX to the next level. He is an expert in setting up a robust end-to-end NPS system, and coming up with innovative solutions to listen to customers and wow customers.

Mike has a unique blend of skills that enable him to build quick credibility and get things done. He is a thought-leader and helped shape how we create durable systems to ensure we deliver delight for customers. He has a unique blend of skills that are hard to find... systems thinking, problem-solving, customer-orientation, and leadership. His knowledge is based on learning from the very best companies and the approaches they use. With this knowledge, he led innovation efforts at Intuit, Humana, and Capital One with impressive results. If your organization truly wants to improve its customer experience, Mike and his firm can help.

Mike lives and breathes customer experience and really knows his stuff. I was particularly blown away by Mike’s command of knowledge across the entire CX discipline and his relentless drive to help the business deliver awesome experiences.

Mike’s work on loyalty economics, closed-loop process for dissatisfied customers, drivers of loyalty operating mechanisms, etc. were all huge advances to our business.

Mike was instrumental in developing processes and loyalty models that are used throughout our organization to take actionable steps to improve and build delight into every touch point with our customers. Mike is a great thought partner and leader that inspires and motivates.

Good content and practical advice from an “inside” guy. Excellent session, well-structured. Mike’s experience and ideas are valuable.

I like that we used a hands-on approach to practice and experience the methodology. I liked the interactive conversational approach to learning.

Out of all of my speakers and contacts in the Customer Experience field, you have great insights as showcased through your presentation and follow-up conversations during breaks.