Michael brings a unique blend of experience and expertise in both the evaluation of the problem-space (business), and creative design in the solution-space (technology). This has allowed Michael to develop innovative solutions for customer-facing teams/technologies around well-defined problems. Eliminating variability in how customer needs are defined and measured is an important driver in his work.

Michael has led consulting teams (and a small firm) in designing, developing, testing, deploying, supporting and training solutions in the Customer Relationship Management (CRM) space, implementing highly complex solutions as well as solutions to geographically dispersed, large customer-facing teams and partner channels. He has also led strategy and innovation teams.

Michael spent the past 10 years integrating leading-edge frameworks with tried and tested delivery methods to eliminate the fuzzy-front-end of technology innovation and design, business problems, and customer experience design.