With over 30 years in the trenches of customer experience delivery management, Michael possesses a comprehensive understanding of every aspect of the customer ecosystem, gleaned from literally hundreds of client engagements. This wealth of experience allows him to design, develop, and implement solutions that deliver lasting benefits for his clients. Michael’s career in CX BPO has seen him collaborate with leading brands across five continents, spanning Telecom, Banking & Financial Services, Retail/E-Commerce, Utilities, and Government. His expertise is highly sought-after, as he guides clients in crafting sustainable customer centric journeys that strengthen brand positioning and promise.

Outside of his responsibilities at CXAi, Michael resides in Aurora, Ontario, with his partner Krista. When he’s not immersed in CX, you might find him delving into music, film, or cheering on his favorite sports team. Michael also maintains a healthy lifestyle and is an avid Pelton and Strength Training enthusiast. Adding to his impressive background, Michael previously served as a Professor at Centennial College’s School of Business, Contact Centre Practice. He also dedicated six years as Head Coach for Ontario Special Olympics, Etobicoke Athletic Club, demonstrating his dedication to giving back to the community.