Mike Wittenstein

Customer Experience Design

Categories: Branding, Business, Communications, Customer Experience, Leadership, Management, Marketing, Sales, Strategy

Mike Wittenstein is Storyminers’ founder and senior partner. By his own admission, he is a designer who can’t draw. He’s also a world-class expert on customer experience, service, and business design, who has helped over 400 organizations in 25+ countries make their experiences better—to the tune of $1.5B in value created. As eVisionary, he started IBM’s first experience and service design practice and helped establish the international Customer Experience Professionals Association.

Mike is an international speaker and facilitator. He is ranked as a top customer experience influencer by Huffington Post, SAP, WittyParrot, and Vend. His clients include: Air Canada, Apple, AT&T, Barnes & Noble, Best Buy, BlackRock, Chick-fil-A, Clorox, Delta Air Lines, Holiday Inn, IBM, kinko’s, LeasePlan, McDonald’s, Party City, Publix, Safeway, SAP, Transitions Optical, and many other game-changing brands.

Mike earned his MBA from Thunderbird, BA from the University of Florida, and studied in Brazil and Russia. Other credentials include CMC, CCXP, and DTM. He speaks four languages, lives in the Atlanta area with his family, and tries to squeeze in woodworking projects on the weekends.

Customer Experience Design: How to Double Revenues by Turning Customer Pains Into Dramatic Gains

Getting a little better year in and year out worked—for your parents’ generation. Now, customers demand new kinds of value. The companies that can adapt quickly enough to deliver it for them are winning. This presentation reveals how to find and serve unmet customer with differentiated (and more profitable) experiences.

Customer Experience as a Business Strategy

Perfect for those looking for expert guidance and insight into creating a strategy that resonates with consumers. This interactive speech goes beyond studying the average consumer, it explains the thought process in creating innovative tactics that win the hearts of consumers.

Intelligent Experiences: Where CX Meets Tech

Participants will leave this jam-packed presentation with energy, focus, excitement, and examples. The kind they can use to ignite conversations that lead to internal alignment and positive change. Video examples are customized for each industry or client.

How to ‘Apple-ize’ Your Business

In this entertaining discussion, you will learn how to deconstruct Apple’s customer service experience and apply it to your own industry. Apple is at the front-line of innovation, changing how entire industries work. Get an in-depth perspective on how to create valuable foundation principles that you can apply to your own business plan.

Anticipation: Knowing Sooner Means Serving Better at a Lower Cost

Wish that your organization had a “magic ball” that could predict the future? Since there’s no magic ball that we know of, Mike has created simple principles that help you anticipate and predict what your customers want. Being proactive and knowing sooner can mean the difference between success and mediocrity. In this presentation, Mike uses vivid stories and dynamic examples to show you how to enhance your customer’s experience without breaking the bank.

Store of the Future

In this lively keynote speech, retail leaders and managers will learn how to create an innovative business plan that sets their stores apart from the rest. Mike explains how to adapt your brands, engage employees and improve the bottom line and win the loyalty of new customers, WITHOUT having to pay for it!

Lower Right Quadrant: Creating Higher Value at Lower Cost

Most business people focus on the top-right quadrant where cost and value are at their highest. However, most customers want the businesses that serve them, even luxury brands, to be in the lower-right quadrant, where value remains high yet costs are at their lowest. In this engaging presentation, your team will learn the importance of changing the business to better meet customers’ expectations with an emphasis on low risk and low cost to the bottom line.

Journey Mapping

Considered the foundation of customer experience, journey mapping can be used to map the current and future states of customer-focused businesses. Mike takes this common technique to the next level by including a complete overview, guidelines, lively examples and custom-tailored resources for your industry’s next event.

NOTE: All speech topics can be presented as keynote, half-day or full-day workshops.

“When we decided to host a customer experience conference in Bulgaria for more than 300 retailers, one of the best decisions we made was to hire Mike as our keynote presenter. Before he arrived and as soon as he got to Bulgaria, he thoroughly researched our market and then presented a thought-provoking program with concrete, real-life examples from both our cultures. In between his talks, Mike spent one-on-one time with our key partners to answer their questions and help them apply what they just learned. Just the media coverage we received online and in the papers and television was worth several times Mike’s fees. It was so successful that we are considering presenting this conference with Mike in the central region.”

Michel Fuyet, CEO, BNP Paribas, Bulgaria

“We were absolutely thrilled with Mike Wittenstein’s performance at our e-commerce conferences this year. Customer Experience is relevant for all of our clients and Mike gave them new, practical knowledge to use at their work.

Inside of Mike’s stories are point-by-point breakdowns of how to do it which our clients loved. Mike truly inspired our audiences and shared practical tools to implement the ideas he shared – just as needed.

Mike is a great storyteller. We were amazed by his ability to capture a relatively shy and quiet Danish audience and excite them to use the learnings at work. Off stage, we were impressed by his service, sincerity and thoroughness, which made our co-operation run smoothly.

Anne Lisbeth Raahøj Hansen, Marketing, PostDanmark

“As a main stakeholder, my role is to drive change in our organization. Mike is so charismatic and knowledgeable. Everyone ‘gets him.’ Though his approach is soft, he asks the hard questions. It’s amazing how he prepared for our customer experience workshop and guided us through the process. We accomplished what we set out to do, which was to create awareness and gather insights to help us plan for the future.”

Austen Jackson, Chair, Vintage International

Mike Wittenstein

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