Testimonials

Let me recommend you a great way to learn from the best.

In the past weeks, I have had a great opportunity to attend interactive workshops on Voice of the Customer and Customer Journey mapping, organized by Michael Brandt, CCXP the founder of CX-Excellence. And what wonderful 4 days these have been!

It has been a privilege to learn from Michael and his experience (and on top of that he is also a very nice person). We have had great discussions and I have gotten a lot of new ideas.

Thank you, Michael, for being the source of inspiration for us all and for sharing your knowledge with the world.

I absolutely enjoyed your masterclass and gained new insights on complaints management. One part of it I appreciated, in particular, was the 5As model in Complaints Management. Having it aligned in the way you put it, makes it easier to follow and puts things in the right perspective.

Michael’s philosophy centres around the concept that any customer interaction, even one based on a negative experience, is an opportunity to improve the customer experience. This philosophy has guided our company, and team, to constantly improve the way we handle customer issues and drive-up customer satisfaction.

Thanks for such a wonderful presentation. I found it quite enlightening.
Your delivery made it quite easy to grasp and understand.

Thank you so much for a great presentation!
It was quite thorough and easy to follow and understand. The customer complaints process flow from issue owner to issue owner was very informative

It was wonderful learning from you today.
I particularly loved your take on the Iceberg view of complaints and the powerful 5As in complaint resolution. Overall you inspired me today and I would really like to be a torchbearer in CX.

Presented in an interesting and understandable way.

Interesting processes, models, and frameworks.

Good presence and presentation skills. Great explanation of methods and tools.

Focuses on what is best practice and gives good practical tips.