Mike is an experienced designer, consultant and speaker with 25 years of experience in 25 countries for 400+ companies. As eVisionary for IBM Global Service, he started the company’s first customer experience practice in 1999.
Since then, Mike has collaborated with service brand leaders, guiding them to effectively use customer experience and service design as strategies for increasing sales and profit. He is particularly skilled at helping leaders and their teams find the kind of differentiation customers notice and competitors find impossible to replicate. Mike’s clients have enjoyed over $1.5B in sales impact by focusing on the human element in addition to the bottom line.