Michael has over 14 years experience in the areas of customer insights, research and strategy.
For over 4 years, Michael was the head of customer research for the Wholesale division of the Telstra Corporation, Australia's largest telecommunications company. In this capacity, Michael developed and implemented a comprehensive Customer Insights and Satisfaction Program which included strategic customer workshops, an operational service tracking program as well as the design and implementation of a customer insights decision support tool.
Michael has an MBA in Marketing and International Business from Dalhousie University in Halifax, Canada. He is a member of the Executive Scholar Program at the Kellogg School of Management in Chicago where he has completed courses in Customer Insights and B2B Marketing Strategy.
Michael has written articles on B2B Customer Engagement and Insight that have been published in Australia, Canada and the United States. He is also a member of the Business Marketing Association, Canadian Australian Chamber of Commerce as well as the Association of Independent Information Professionals.