Michael Brandt

I didn't start my career in a consulting firm. I started it on the ground, in customer-facing operations, learning what it actually takes to deliver a great experience under pressure.

Over 25 years, I've led customer-facing teams across some of the most complex environments imaginable. As Managing Director of ABB's Japanese subsidiary, I learned that building trust across cultures isn't a soft skill. It's the hardest and most valuable skill in business. Later, as Group Vice President for Customer Experience at ABB, I was responsible for CX across 120+ countries, designing and embedding programmes that had to work in Tokyo, Zurich, Houston, and everywhere in between.

That experience taught me something that most CX frameworks miss: strategy without operational reality is just PowerPoint. Real change happens when the right mindset, the right processes, and the right people come together at every level of the organisation.

That's what I help companies do today.

Through CX-Excellence, I work with B2B organisations that want to move beyond measuring customer satisfaction to actually improving it. I design VoC programmes that drive decisions, not just reports. I help teams manage complaints before they become escalations. And I build training that changes behaviour, not just awareness.

I've co-created a Mini-MBA in Customer Experience Management, facilitated programmes across Europe, and coached professionals at some of the world's leading organisations.

I don't offer generic frameworks. I bring the experience of someone who has sat in your chair, navigated your challenges, and delivered results in environments far more complex than most.

If you're looking for a consultant who combines strategic thinking with operational credibility, I'd welcome a conversation.