EXPERT ON:
◉ Customer Experience & Branding
◉ Leadership Development
◉ Sales & Persuasion
◉ Team Building & Collaboration
◉ Entrepreneurship & Innovation
EXPERIENCE:
◉ Global consultant with 30+ years of experience, leading strategic and transformation projects for banks, corporations, and governments across 40+ countries, including brands like Santander, BNP Paribas, IBM, and Telefónica.
◉ Recognized expert in customer experience, CRM, and loyalty, specializing in large-scale transformations from product-centric to customer- and relationship-centric business models that drive sustainable growth.
◉ International keynote speaker, lecturer, and educator who has developed dozens of programs on strategy, digital transformation, and leadership, impacting over 40,000 professionals worldwide.
For the past 30 years, Michael has worked as a consultant to banks, retailers, technology companies, telecoms, and even governments in more than 40 countries. He has delivered a variety of successful projects ranging from business strategy to the launch of fully transformed organizations.
Michael is most known for his extensive experience and successful project delivery in the area of customer experience, relationship management, and loyalty in banks. Digital and business model transformations have become a specialty for his career.
He is also known for large-scale projects driving organizational transformation from product-centric to customer-centric, and even relationship-centric business models, with a methodology designed to create significant and sustainable results.
His work portfolio includes projects for brands such as Abbey National (Santander), Alfa-Bank, Atlantico (Millennium BCP), BNP-Paribas, CBRE, Citibank, Europolis, Georgian Ministry of Justice, Home Credit, IBM, ING, Ivanhoe Cambridge, Megafon, Telefonica, VTB, Wembley Stadium, and many others.
Michael is a regular keynote speaker and guest lecturer at Stockholm School of Economics, Skolkovo School of Management, UNLV, Financial University, BAI, EFMA, Lafferty, ICSC, MECS+R, as well as many other international conferences and corporate events. As well, Michael has authored dozens of educational courses in the areas of strategy, digital and business model transformation, leadership, customer experience, corporate culture development, gamification, customer relationship management (CRM), and others, with over 40,000 participants since 2004.
Michael has a Bachelor of Science degree in Business Management, a Master of Science in Management and Leadership, and is fluent in Russian and Spanish in addition to his native English.