About Me

Michael Brandt

CX SHERPA*

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

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, 2021, 2022)
Customer Experience World (CEW) - London
Satmetrix NPS Conference - London
CX for Financial Services - Johannesburg, December 2021
Masterclass "Complaint Management" - CX Africa Summit 2022
Monetize! 2022 - Amsterdam, September 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

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 and Ambassador DACH Region for the European Customer Experience Organization: ECXO