With over 30 years of frontline experience in customer experience (CX) delivery management, Michael brings a deep, practical understanding of the entire customer ecosystem, gained through hundreds of client engagements worldwide. His expertise enables him to design and implement solutions that drive sustainable, long-term benefits for leading brands across Telecom, Banking & Financial Services, Retail/E-Commerce, Utilities, and Government sectors. Known for guiding organizations in creating customer-centric journeys that elevate brand strength and loyalty, Michael’s insights are highly sought-after across five continents.

Outside of his work at CXAi, Michael lives in Aurora, Ontario, with his partner Krista. A passionate supporter of music, film, and sports, he also maintains a commitment to fitness through Peloton and strength training. Michael’s dedication to community shines through his past roles as a Professor at Centennial College’s School of Business (Contact Centre Practice) and as Head Coach for Ontario Special Olympics with the Etobicoke Athletic Club.