Michel Falcon is a customer experience management consultant, advisor and international keynote speaker. Priding himself as a practitioner, he has spent the last decade studying, practicing and leading customer experience teams and strategies. Having immersed himself in the world of customer service, he works closely with executive management teams to improve customer experience strategies that strengthen customer loyalty, company alignment and brand admiration.
Beginning in the trenches of customer experience as a frontline call center customer service employee, he was quickly recognized for his customer-first mentality and strategic vision. Since then he has been hired by and spoken to executives from a myriad of brands, ranging from McDonald’s, BlueCross BlueShield, Verizon Wireless, Vega, Lexus, Estee Lauder and many others.
His six person customer experience management team - Trogon Agency - provides customer experience consulting services for tech starts up to Fortune 500 companies. In 2015, his team created Experience Academy, an online customer experience certification course which allows companies of all sizes from around the world, across all industries, to learn the same strategies he coaches his long-term clients.
His pragmatic thought leadership has been included in publications such as Inc, Time, Digiday, Yahoo Small Business Advisors and Yahoo Finance.