Michelle Hill is a customer experience practitioner based in Kwazulu Natal, South Africa. With more than 10 years experience in strategic planning, project management, training, team development and change management she has embraced all principles as cornerstones to her immersion in customer experience. Michelle specializes in customer experience fundamentals such change management principles, journey mapping, training and facilitation.
Michelle is credited in successfully implementing over a two-year period a customer centric approach in a JSE listed company. This realized an 18% growth in the customers loyalty score towards the firm. Her work in the field of customer experience has won numerous international awards. Her implementation of a customer centric journey has spanned both South Africa and Southern Africa navigating cultural differences.
Through Michelle’s journey into the theory of customer experience, she has tried to focus on not only current best practices, but also what is the next big idea. Her passion is to challenge leaders to step up to the platform and embrace customer experience, not through lip service but through belief. She believes that the attainment of an employee understanding a customers experience is asked through the simple question: “How would you feel if you had the same experience?”.
- Customer experience strategy
- Customer experience change management
- Customer experience journey mapping
- Tailored voice-of-customer research
- Customer experience training for leadership and employees
- Project management
BCOMM: Marketing (Hons)
Masters in Commerce by dissertation (specialising in Marketing) - “The influence of employee engagement on customer experience in B2B”
Certified 6 Sigma Black belt