Michael has 30 years executive experience in international roles delivering improvement in customer engagement.
He now works as an independent consultant across CEM and CS from strategy through to hands-on implementation of change and operational management, where he loves ‘getting his hands dirty’.
He challenges some of the thinking behind CEM and CX that has resulted in many transformation failures, and in his spare time is writing a book to expand his ideas and his new thinking.
Reading Time: 4minutes Not all customers are created equal. This is because the Pareto Principle applies: a small group within a business’s client base will provide the greatest proportion of revenue. Subsequently, companies that don’t understand a customer’s value are unlikely to distribute their resources strategically. As businesses are increasingly compelled to do more with less, the importance […]