By building the right customer and employee experience strategies and initiatives, I help companies understand their customers behaviours and employees better to make their business more profitable and grow market share. Check out my website (www.michelfalcon.com) to learn more about me and my experience. Also, download my free ebook, "The 28 Traits of Organizations Who Are Customer Experience Titans."

Entrepreneur, Founder of CSS, Inc. - CX and Client Retention/Growth Consultancy. 20+ Years Helping Clients Think Strategically and Grow with Existing Clients

Extensive experience leveraging the Net Promoter System to drive a world-class customer experience, resulting in increased growth. I also have a very deep background with various hosting and cloud computing platforms including specific knowledge of the inner workings of IaaS services (Rackspace, AWS, HP Cloud) and PaaS (Cloud Foundry, Heroku, AppFog, etc).

Consulting professional with extensive experience collaborating with C-Level executives and leadership teams across Corporations, Associations, and Government entities. Proven track record in leading engagements across strategy, innovation, digital transformation, marketing, commerce, and public policy, delivering impactful results in diverse industries. Currently serving as a Board Member overseeing VML's consulting business in Portugal: driving strategic alignment with the global VML network and fostering collaboration across WPP agencies to deliver customer and marketing transformation to our clients.

Rahul Garg has 18+ years of experience in Retail, Ecommerce, Telecom, Digital & Building material domain. He's a specialist for India, having led multiple billion $ strategic initiatives and transformation projects in leading Indian companies. He has worked for India's biggest conglomerate for nearly 12 years, and handled diversified projects. He was instrumental in setting up the omni channel e-commerce & loyalty platform for Reliance Retail. He also spearheaded the business transformation projects at Reliance Jio. Rahul worked for 3 years in the investment team of Reliance Jio scouting for investments in consumer apps, AI, machine learning, telecom, financial services, edtech, customer care & media start-ups. Prior to Reliance, he held the position of EA to MD and CEO, while working at Vodafone Idea Limited. He worked in this capacity for 4 years (January 2009 - December 2012). Before this, Rahul held the position of Research Analyst, while working at while working at J.P. Morgan International Inc.. Rahul held this role for 2 years (September 2006 - November 2008) and covered European telecom sector. Rahul is a expert in following domains: 1. Omni- Channel retail 2. Customer Loyalty & Life Cycle 3. E-commerce 4. Setting up business in India 5. Global Telecom & Internet Industry 6. Building Material & Cement 7. Indian Macro

Owner & Linchpin @ SPARKER Strategy Group. PR. Social Media. Marketing. Speaker & Presenter. Multiple Entrepreneur. Women's Coach and Mentor.

My mission is to change how people find, fund and perform the great work that changes lives, maybe even the world. Firms choose to work with me because I help them achieve more, work less, and celebrate often. I use the leadership style of intrepid sea captain and the methods and lessons for which Fortune 500 firms pay millions yet my clients pay as little as $20/day. Find I'm challenging the orthodoxy in how people find the job they deserve using the agency model that provides clarity in the greatest asset people have, themselves and the value they bring. Together we identify the people that are a complete match to further both careers and ensure a win for both parties. I use the proven model that sells actors, celebrities and even products to get people into the jobs they deserve. Fund I'm lowering the risk of investors and recipients of crowd funding, forever changing the broken capital model and flipping the reality that 85% of ventures fail to one of 85% success. The patronage model is so "old school" it's "new school" and alters the model because the investors seek the success of the venture, not the return on investment. Because of the lower risk picture, barriers to entry are lower for both investors and fundraisers, increasing the availability of funds and decreasing the cost of proper management, the two biggest reasons for the 85% failure rate of ventures. Perform I'm fascinated in what's important for you and wonder how cool it would be for us to work together at getting better at it.Only about one in every two dozen people I meet are really willing to do what it takes to get from good to great in what they do. I work with these folks, who, like me, are convinced that their success will make the world a better place. Together we uncover the hidden waste and real value in their business, get unstuck and ensure they achieve more, work less and celebrate often.

Marketing and Behavioral Consultant with experience in companies from 1 man operations to Fortune 100. Social Media, Digital, Traditional, and more. Coaching and Advisor.

Customer service and experience expert, New York Times and WSJ bestselling author. Helps companies build loyal relationships with their customers and employees.

Owner of Crowning Digital. Crowning Digital helps businesses retain loyal customers and helps manage their online reputation on various review platforms.

British serial entrepreneur, pioneer in social media analysis with a background in web journalism, mobile commerce, text analytics, network analysis. Co-founder of BBC Online, Amazon Anywhere, Market Sentinel, Leadfindr.

Built, led execution of, and created demand for customer analytics capabilities in $4B+ retailer divisions. Consulted and built on patron analytics capabilities in non-profit organizations.

Alex Behrens is an experienced Executive Management Consultant delivering strategic business development innovative solutions to high-profile, global organizations. Alex Brings 25 years of experience, Including 15 years of specific focus in private clubs, destination clubs and fractional real estate within the hotel and resort real estate industry. As a leader, Innovating concepts, creating strategies, designing financial models, identifying and planning resources and technologies, Alex manages implementation and execution of these solutions ensuring the successful delivery of bottom line results to his clients. From Start up to established Fortune 500, his work with companies like Six Senses, FAENA, Intrawest, CORE: club, Kee Club, Everlands, Guggenheim Partners, Fairmont Raffles, Goldman Sachs, Universal Studios, New York Presbyterian Hospital and others helped his clients reach their new customer acquisition and retention goals and objectives. His dedication to building social communities of customers for the private clubs, hospitality and real estate industry followed his decade long tenure at Goldman & Sachs where his roles included Vice President of Firm Wide Internet group in the Technology division, Vice President of eLearning in the Human Resources Division and strategic advisor to the firm's Executive Office. Prior to his experience in the world of strategic business solutions and technical implementation, Alex was a mutual funds broker for Bank Indosuez in Paris France. Alex has degrees in Economics from University Paris X and Corporate Law from University Pantheon Sorbonne in France. This gives him a unique understanding of international business and localization issues especially as it pertains to challenges faced by multinational companies. He is fluent in French, German and Spanish. Alex is an accomplished marathoner. He resides in New York City with his children enjoying an athletic lifestyle practicing a balance combination of winter and summer sports.

Loyalty Programs Specialist: Helping local businesses skyrocket their profits through loyalty programs and easily outperform 82% of their competitors!

Product leader with 17 years of experience. I have used agile methodologies, applied large scale scrum to bring B2B and B2C products to market including building an e-commerce business from scratch and launching successful SAAS loyalty products for retail/aviation/hospitality and telcoms. Coming from a development background, I understand SDLC and how to work with developers, designers, QA engineers, marketing teams, and customers to build products with best in class user experience.

Professional Experience: Owned the Customer Experience program for multi billion dollar global company. Created strategic model for generating Customer Loyalty through connecting Employee Experience (EX), Customer Experience (CX) and Continuous Improvement using technology and analytics, developing strategies to improve metrics such as NPS, NPS, CSAT, CES and Loyalty Index. Specialty is developing and continually evolving a best-in-class Experience Management program in the B2B/B2C/B2B2C arena. • Direct responsibility for CX strategy, roadmap, governance, standards, policies and processes for highly matrixed, global company • Led market research, RFP, and deployment of CX VOC platform and data ecosystem to scale customer feedback management • Developed and operationalized the framework for strategic CX VOC program initiation, resourcing, execution and adoption • Developed relationship and transactional voice of customer surveys, providing insights to meet goals, standards, and opportunities • Combined VOC and Operational Performance data to identify strategic opportunities for business via dashboards and visualization tools. Leveraged strategic insights to frame rationale for business opportunities to improve services and products • Established strategy to reduce percent of detractors through acting upon top themes as derived from a complaint forecasting model • Delivered quarterly presentations to leadership with targeted communications, identifying areas to drive new strategies • Collaborated with Customer Service, Marketing, Sales, Legal, IT, and Product Development to drive customer and business success • Expert in mapping holistic customer journey, using moments of truth for customer concerns and conceptualize new solutions My CX experience was built upon the foundation of continuous improvement disciplines. Track record for driving Continuous Improvement (CI) projects as a corporate level resource, driving improvements to people, process and technology. Implement best-in-class solutions. Partner with Business to design, develop and implement CI change activities. Managed strategy deployment process, updates, action plans, and synthesize disparate information effectively. Align Sponsors for project success. • Built a mature project funnel, pipeline and portfolio, yielding annual project related savings between $3 - $7MM • Lead large scale cross-functional projects leveraging data to detect, solution, and resolve customer-impacting issues upstream; identify opportunities for self-service solutions, and provide tools and resources for frontline to exceed customer expectations • Facilitated workshops, kaizens, Value Stream Mapping, drive and track actions, and communicate complex findings via compelling storytelling for buy-in and followership. Translate VOC / customer insights into business opportunities. • Partnered with strategic customers to identify and execute on high profile projects, creating mutual business value SAP | Tableau | Qualtrics | Power BI | Advanced Excel | SalesForce | G Suite | MS Office | Webex / Teams / Zoom

Quota crusher, brand loyalty guru, and overall good guy. Lead generation and loyalty are my specialties. Former Voya, IHS Markit, and MasterCard

Digital Strategy & Transformation