CX-Excellence / Michael Brandt
@CxExcellence
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Helping organisations thrive through Customer Experience, Journey Management, and Leadership Development. #CX #EX #JourneyMapping #Leadership
Lugano, Switzerland or remote
Joined December 2019
Why I Call Myself a CX-Sherpa. If you’ve come across my profile or spoken with me in a workshop, you might have noticed that I sometimes refer to myself as a CX-Sherpa. It’s a term that raises eyebrows, invites questions, and, perhaps most importantly, reflects how I see my role
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Check out my latest article: When you’re right, stand firm, with respect and confidence via @LinkedIn.
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Right, so here's the deal: Over the years, I've learned that when you know you're on the winning side of an argument, standing your ground isn't just about being stubborn, but it's about carrying...
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Check out my latest article: Why Is NPS So Hard to Kill Off? via @LinkedIn.
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Despite widespread criticism, Net Promoter Score (NPS) remains the dominant customer satisfaction metric in use today. It features in an estimated 65% to 80% of customer surveys globally in 2025,...
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Data Rich, Action Poor: Is Your VoC Programme Just Performative Listening?. We’ve all seen the flashy dashboards with real-time NPS scores, colourful CSAT trends, and word clouds. Leaders point and say: “See? We listen to our customers.”. But are we really listening, or just
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🇨🇭 734 years of Switzerland: a celebration of tradition with innovation. As we mark Swiss National Day, I’m reminded how Switzerland, small in size, yet rich in diversity, has maintained its identity through a powerful blend of deep-rooted tradition and forward-thinking.
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CX-Excellence July Newsletter - Read about our exciting new partnership with JourneyTrack!
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Customer Journey Mapping: Do it well, or not at all. Journey mapping is everywhere. Yet far too often, it becomes a cosmetic exercise: nice diagrams, no impact. The problem? It’s not the tool itself, but how it’s used:. - Built on assumptions instead of real customer insight.-.
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:. 🚀 Looking for Training Partners to Expand Customer Experience Programmes Globally. As a specialist in Customer Experience (CX) management and related fields, I deliver training programmes designed to help organisations build stronger customer-focused strategies, improve.
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🔹 Ready to go beyond theory and lead real Customer Experience transformation?. Join me in Olten, Switzerland from 28–30 October 2025 for a 3-Day CX Masterclass designed for professionals who want to do CX, not just talk about it. This is a hands-on learning experience covering
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🪦💤 Another day, another funeral for NPS!. Apparently, poor old NPS has been declared dead more times than disco. Every week I see a new post about how it's dying, obsolete, irrelevant, toxic, or simply too tired to go on. Meanwhile, NPS is out there, still working overtime in
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Final article in our current VoC series: Why face-to-face interviews are the most powerful tool in B2B insight gathering. Too often, organizations rely on surveys to understand their B2B customers, believing that large volumes of data alone will reveal the truth. But numbers
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Customer Journey Mapping is evolving, and it’s high time we move beyond mapping alone. Forward-looking organisations are shifting towards Customer Journey Management, a more dynamic approach that focuses on continuous improvement and real-time adaptation. Rather than viewing a
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Thrilled to share that I have joined the judging panel for this year’s UK Employee Experience Awards (UKEXA 25) organised by Awards International!. It’s an honour to stand alongside so many experienced professionals who are passionate about recognising and celebrating
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Listening is not enough. It’s what you learn and do with what you hear that truly matters. I’m excited to share the fifth article in our VoC (Voice of the Customer) series:. "Beyond the Numbers: Transforming Data into Powerful Stories and Actions.". Collecting data is just the.
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Reignite Your CX Skills This Summer - From Anywhere. Make this summer your season of growth. Join our online Summer School specials and turn three mornings into a game-changing CX transformation. Whether you choose Customer Experience Management or Customer Journey Mapping,
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🎯 We’re obsessed with NPS, CSAT, CES. The higher, the better, right?. Wrong. The number itself is NOT the point. It’s just a headline. 🧵 Let’s break this down:. 1️⃣ A score is a snapshot. It shouts "Good!" or "Bad!" but says nothing about why your customer feels that way. 2️⃣.
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🚨 Partnership Announcement 🚨. I’m thrilled to be partnering with @JourneyTrack, the leading journey management platform, to enhance the impact of my CX courses and consulting work. Together, we’re giving CX professionals hands-on access to enterprise-level tools, helping them
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