MICHAEL BRANDT
CX Sherpa*
BIO
I am a Customer Experience (CX) Strategist and Certified Customer Experience Professional (CCXP) with many years’ experience implementing CX programs in global multi-cultural organisations. I was Group Vice President at the ABB Group (www.abb.com) responsible for Process Excellence in Customer Care across ABB’s worldwide network from 2012 – 2019. Prior to that I was President of a Joint Venture company in Tokyo, Japan, responsible for B2B sales and service across Asia Pacific.
I am a Founder Member and Ambassador for the DACH region for the European Customer Experience Organization (ECXO).
My particular areas of expertise are Customer Journey Mapping, Voice of Customer Programs (e.g. NPS, CSAT, Customer Effort Score and other media) and Customer Complaint Handling.
I am multilingual, speaking English, French, German and Italian.
*Sherpa
A byword for guide or mentor. Sherpas are renowned for their hardiness, expertise and experience.
DETAILS
CERTIFICATIONS
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Certified Customer Experience Professional CCXP - CXPA
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NPS 2 Certified
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Quality Manager - Deutsche Gesellschaft für Qualität
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MoR - Management of Risk Practitioner
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Lean 6 Sigma Yellow Belt
SPEAKING ENGAGEMENTS
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Guest Lecture ZHAW School of Management & Law - "Service Excellence in B2B" (2020, 2021, 2022)
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Customer Experience World (CEW) - London
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Satmetrix NPS Conference - London
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CX Live Show - Dubai November 2021
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CX for Financial Services - Johannesburg December 2021
PUBLICATIONS
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Customer-oriented Issue Resolution as a Market Differentiator
(2015 American Society for Quality India Pvt (Transforming India through Quality Leadership)
INTERVIEWS
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Customer Contact Week Online (CCW) 2018: "Customer Feedback: The Ticket to CX Improvement"
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Do companies care about your opinion as a customer? Vantta on Youtube
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Some differences between B2B and B2C with Federico Cesconi, Sandsiv: on Youtube
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Customer Satisfaction and Complaint Management with Engati: on Youtube
CX AWARD JUDGING ACTIVITY
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Member of various judging panels for:
- International Customer Experience Awards
- DACH Customer Experience Awards
- European Customer Centricity Awards
- Customer Centricity World Series
NOTEWORTHY PROJECTS
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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
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Designed and delivered a customer awareness training program across a global organization reaching over 35'000 staff in 18 months
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Successfully managed the further development of a global customer complaint management tool and process
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Designed and delivered a program of workshops to instill customer-facing staff with a heightened sense of customer focus across a global division
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Led project to establish standardized end-to-end customer issue resolution process in a global organization
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Founder Member and Ambassador DACH Region for the European Customer Experience Organization: ECXO
PARTNERS
