Why Michael?

Michael Brown is a digital transformation and strategy executive who translates traditional brands into interactive award-winning, accessible and scalable omnichannel consumer (CX) and employee experiences (EX). Industry experience includes but is not limited to eCommerce, retail, consumer packaged goods, enterprise and sports industries.

Michael is a collaborative leader with a portfolio of 24+ years focused on Omnichannel Customer Experience (CX) he’s seen it all. Michael's credibility comes from a data-driven human-centered (HCD) approach which produces the cross operational synergies needed to realize transformation and innovation efficiency (CLTV, CAC & NPS).

His achievements include: Business Strategy & Innovation: A catalyst of collaboration with cross-functional senior leadership team (i.e. CEO, CMO, CPO, CHRO & COO) to create consistent Customer Experience (CX) and Employee Experience (EX) aligned with company and product brand and values. Digital Transformation: Completed Retail technological transformation(s) implementing design thinking and lean startup practices, processes and methodologies. Recognized by Wall Street Journal and winner of 2019 IQPC ROI of Human-Centered Design. Customer Experience (CX): Optimized the entire omnichannel customer journey (aka journey map) to create differentiated and competitive advantage through strategy, products, customer loyalty, and an ability to turn your best customers into effective sales channels. Employee Experience (EX) + Culture: Drove greater innovation throughput and higher employee retention with Outcome centric culture transformations resulting in reductions to ongoing operational costs, new product development and higher customer NPS.

His specialties include: Driving strategic innovation, transformation & loyalty for products and services based on data & experimentation, incorporation of disruptive technologies such as AI, crowd & data lakes to turn ideas into realities, attracting the right talent culture and thought leadership, design thinking, user research, customer experience, operations, marketing, brand, service design, experimentation & storytelling.