Michael, senior principal of customer experience for West Monroe Partners, knows a one-size-fits-all solution won’t work with customer experience, so he brings a strategic and human-centered lens and tool set with him when he’s solving your most difficult issues.
He recognizes that businesses are most successful when they have a clear understanding of their target customers. He combines customer data and research methods to enable clients to understand customers’ pain points and opportunities to delight through key moments that matter. He helps organizations differentiate itself through services and experiences by implementing people, process, and technology best practices that deliver value to the customer, employee, and organization.
Michael’s passion for great customer experience doesn’t end when he leaves the office. He enjoys using his annual visit to the happiest place on earth — Disneyland — to continuously learn from one of the CX greats. He lives in the western suburbs of Chicago with his family.
Michael joined West Monroe after earning a bachelor’s degree from the University of Illinois.