About the Course
This workshop will allow participants to:
Gain a greater understanding of their customers, needs and preferences.
Make data-driven decisions based on the insights gathered
Improve Customer Experience by identifying areas of improvement
Increase profitability by using insights to optimize offerings, improve marketing strategies and streamline operations
Michael is a seasoned instructor with over 25 years’ activity in B2B customer-facing operations, Michael now assists B2B companies with their CX strategy, Customer Journey Mapping, VoC programmes and complaint management processes.
Apart from being a Certified Customer Experience Professional (CCXP), Michael also has qualifications in Lean 6 Sigma, Quality Management, NPS 2, and Risk Management. He studied Business Economics at the University of Zürich in Switzerland.
Michael founded CX-Excellence.com in 2020 and is based near Lugano, Switzerland. He is also a founder member of the European Customer Experience Organization.