CX Management Consultant UK
I help organisations manage customer experience for lasting business results
CX Management Consultant UK
I help organisations manage customer experience for lasting business results
No-one delivers a poor experience on purpose
Most organisations believe their customers matter. But priorities compete. Each team is driven by its own objectives and somehow the customer loses out in strategy and design.
I help my clients close the gap between what teams intend and what customers experience, whatever their role or stage of growth. Manage customer experience with intention and your business will see real results such as higher revenue and lower costs. With customer experience consulting, your business becomes more resilient when things get difficult.
Who I help
What kind of results?
I led my first Voice of the Customer project at Philips. It saved £1.8m and delivered commercial gains beyond the saving.
I help clients deliver results through
Customer Experience Projects
A defined project to fix a customer problem or build the capability to keep improving.
CX Management Assessments
An independent assessment of how your organisation manages customer experience.
Fractional CX Management
Senior CX leadership for organisations that need it without a full-time hire.
Impact Mentoring
For whoever leads customer experience. I challenge and clarify so they can decide and move it forward.
How I manage customer experience
I always use three activities:
- Understand customers
- Meet their needs
- Earn a return on your CXM investment
What clients and colleagues say
Every session was incredibly valuable, and I was able to apply the knowledge immediately in my day-to-day work — and it genuinely made a difference.
Diana Diezina, CX Manager
Eclisse UK
Unlike other business consultants who treat Customer Experience as just a standard business consulting “add-on”, Michelle specialises in making the client important, which elevates your profile, and in my opinion also elevates hers!
Peter Francis, Founder and Managing Director
MATL Ltd
Michelle pulled together a tailored one day workshop for our leadership team to explore our value proposition. We enjoyed and valued the day. In particular, we learnt to see the value we create through the eyes of our customers.
Aju Alexander, Chief Operating Officer
The Data Company