Michel Falcon is a customer and employee experience consultant who helps organizations build the right strategies to improve their customer and employee experience. Michel has been hired by companies like Verizon Wireless, BlueCross BlueShield, Vega, Tangerine and others to help improve their customer experience. He has been featured in Time Magazine, Inc, Yahoo Small Business Advisors, Yahoo Finance and Digiday.com. Michel and his team recently launched Experience Academy, teaching companies how to continuously improve the level of service they deliver to their customers and employees. Prior to becoming a consultant and keynote speaker, he was a part of 1-800-GOT-JUNK? customer experience team. A few of the company’s accomplishments included: a NPS score of 83, reducing customer complaints by 33% in one quarter and deploying customer centricity training content across the entire organization.