Organisations navigating complex customer experience challenges need more than a consultant. They need someone who has walked the terrain.

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With over 25 years of international experience leading customer-facing operations across more than 100 countries, Michael Brandt works with leadership teams to build the strategies, capabilities, and mindsets that turn customer experience from a corporate aspiration into measurable business performance.

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As Group Vice President at ABB Group, Michael led the global Process Excellence in Customer Care programme, overseeing CX strategy, consultancy, and training across a truly global footprint. Earlier roles managing a joint venture in Tokyo and working across the Asia Pacific region gave him a deep, practitioner's understanding of cross-cultural service delivery, B2B complexity, and people-centred leadership.

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His areas of expertise span the full CX lifecycle: Customer Journey Mapping & Management, Voice of Customer programmes (NPS, CSAT, Customer Effort Score), complaint management, and the design of customer-centric processes and organisational structures.

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As a trainer and coach, Michael has worked with leaders and teams on every continent. His programmes blend rigorous methodology with practical, real-world application, equipping professionals with the tools and confidence to embed CX deeply within their organisations, sustainably and measurably.

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Fluent in English, French, German, and Italian, Michael connects authentically across cultures and contexts. He holds qualifications in Lean Six Sigma, Quality Management, NPS 2, and Risk Management, and was named in the 2023 and 2025  Top 50 Global Thought Leaders on Customer Loyalty by Thinkers 360.

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Like the Sherpa guides for whom his practice is named, Michael brings expertise, experience, and commitment to every client journey. He does not just point the way. He walks it with you.