After over 25 years working on customer driven business transformation programmes, Michael started Change Strategy in 2016. His passion for excellence in customer experience stems from early successes in hospitality, which was later honed in a number of high profile Contact Centre business transformation programmes. Michael has worked all over the globe in management consulting engagements with a number of leading telecommunications, software, manufacturing and utilities companies. He is an expert in business and organisational change, which is required to deliver an enhanced customer experience. With a background in psychology, Michael has a particular interest in the behavioural and cultural changes needed to deliver desired business benefits.  While Michael is adept at advising business leaders on strategic change initiatives he still enjoys rolling up his operational sleeves to deliver impactful people centric change.