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About Me

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Michael Brandt

CX SHERPA*

As a seasoned Customer Experience (CX) Strategist and Certified Customer Experience Professional (CCXP), I bring a wealth of experience from implementing CX programs within diverse, global organizations. My journey includes a pivotal role as Group Vice President at ABB Group, where I spearheaded Process Excellence in Customer Care globally from 2012 to 2019. Before this, I was at the helm of a Tokyo-based Joint Venture, driving B2B sales and service across the Asia Pacific.

I'm also a proud Founder Member of the European Customer Experience Organization (ECXO).

 

My expertise lies in Customer Journey Mapping, orchestrating Voice of Customer Programs (including NPS, CSAT, Customer Effort Score, and more), and refining Customer Complaint Handling processes.

Beyond my professional skills, I am fluent in English, French, German, and Italian, which enhances my ability to connect and communicate in our ever-globalizing world.

*Sherpa

A byword for guide or mentor. Sherpas are renowned for their hardiness, expertise and experience.

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CERTIFICATIONS

  • Certified Customer Experience Professional CCXP - CXPA

  • NPS 2 Certified

  • Quality Manager - Deutsche Gesellschaft für Qualität

  • MoR - Management of Risk Practitioner

  • Lean 6 Sigma Yellow Belt

SPEAKING ENGAGEMENTS

  • Guest Lecture ZHAW School of Management & Law - "Service Excellence in B2B" (2020 - )

  • Customer Experience World (CEW) - London

  • Satmetrix NPS Conference - London

  • CX for Financial Services - Johannesburg, December 2021

  • Masterclass "Complaint Management" - CX Africa Summit 2022

PUBLICATIONS

  • Customer-oriented Issue Resolution as a Market Differentiator
    (2015 American Society for Quality India Pvt (Transforming India through Quality Leadership)

INTERVIEWS

  • Customer Contact Week Online (CCW) 2018: "Customer Feedback: The Ticket to CX Improvement"

  • Do companies care about your opinion as a customer? Vantta on Youtube

  • Some differences between B2B and B2C with Federico Cesconi, Sandsiv: on Youtube

  • Customer Satisfaction and Complaint Management with Engati: on Youtube

CX AWARD JUDGING ACTIVITY

  • Member of various judging panels for:
    - International Customer Experience Awards
    - DACH Customer Experience Awards
    - European Customer Centricity Awards
    - Customer Centricity World Series
    - CX LIve! Awards
    - Turkish CX Awards 2023
    - International Business Excellence Awards 2024
    - European CX Awards 2024

NOTEWORTHY PROJECTS

  • Development of a customer feedback process and tool for a large multinational corporation, increasing NPS from 16 to 45 over a period of 4 years

  • Designed and delivered a customer awareness training program across a global organization reaching over 35'000 staff in 18 months

  • Successfully managed the further development of a global customer complaint management tool and process

  • Designed and delivered a program of workshops to instill customer-facing staff with a heightened sense of customer focus across a global division

  • Led project to establish standardized end-to-end customer issue resolution process in a global organization

  • Founder Member European Customer Experience Organization:  ECXO

PARTNERS

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