Michelle Spaul
Role: Customer Experience Consultant and Leader
Company: Delta Swan
Location: United Kingdom
Since her first Voice of Customer project in the 1990s, Michelle Spaul knew she wanted to help businesses understand and meet customer needs.
As a business change agent, Michelle creates environments where a focus on customers leads to better customer experience, employee experience, and business results. Motivating, engaging, and collaborative, Michelle creates environments where individuals and teams want to do more for customers. She gives them the tools, knowledge, and confidence to build outstanding customer experiences.
Michelle supports businesses that want to grow by harnessing the power of Customer Experience Management; she also helps businesses whose current customer experience is holding them back.
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Key CX Achievements:
- Michelle is a qualified mentor (ILM3)
- As Executive Editor, Michelle led volunteers to research and write the ‘Effective CX Collaboration’ series published by the CXPA
- Michelle works with Dr Professor Phil Klaus (University of Monaco) to transform his Touchpoint, Context, Qualities framework into a practical toolset
- She developed a Voice of the Customer programme for Philips (92-94) reducing product returns, repairing relationships with retailers, and instilling customer awareness throughout the value chain
Michelle Spaul
Role:
Customer Experience Consultant and Leader
Company:
Delta Swan
Location:
United Kingdom
Since her first Voice of Customer project in the 1990s, Michelle Spaul knew she wanted to help businesses understand and meet customer needs.
As a business change agent, Michelle creates environments where a focus on customers leads to better customer experience, employee experience, and business results. Motivating, engaging, and collaborative, Michelle creates environments where individuals and teams want to do more for customers. She gives them the tools, knowledge, and confidence to build outstanding customer experiences.
Michelle supports businesses that want to grow by harnessing the power of Customer Experience Management; she also helps businesses whose current customer experience is holding them back.
Key CX Achievements:
- Michelle is a qualified mentor (ILM3)
- As Executive Editor, Michelle led volunteers to research and write the ‘Effective CX Collaboration’ series published by the CXPA
- Michelle works with Dr Professor Phil Klaus (University of Monaco) to transform his Touchpoint, Context, Qualities framework into a practical toolset
- She developed a Voice of the Customer programme for Philips (92-94) reducing product returns, repairing relationships with retailers, and instilling customer awareness throughout the value chain