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Michel Falcon

Employee & Customer Experience Leader

Michel Falcon is an entrepreneur, advisor and international keynote speaker who leverages customer experience and employee engagement strategies to grow businesses.

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Toronto, Ontario, Canada

Presentations

People-First Culture: Build a Business Your Customers, Employees and Community Will Admire
If you truly want to become an authentic organization that builds lasting relationships with your employees and customers, it is essential to start building a people-first culture within your business. His People-First Culture concept is instrumental in becoming a successful leader and growing an admired company through customer experience, employee engagement and company culture. Throughout the presentation, Michel will reinforce his message by sharing examples from well-known companies, such as Warby Parker and Amazon, while also sharing success stories from not-as-recognizable leaders and brands like Howard Behar and The Beautiful People Compan

Key Takeaways:
• The proven 3P Strategy concepts to achieve differentiation within highly competitive industries.

A Customer Obsession: How to Create an Experience Your Customers Have Never Seen Before
What separates your company from the rest? Is your experience like the others or is it something that your customers have never seen before? In this keynote, Michel will share insights on how you can create an experience your customers will obsess over. He brings forward strategies you can use immediately to gain loyal customers who purchase more products and services, leave positive online reviews and testimonials and spread positive word of mouth.

Become an Employee Magnet: Attract, Grow and Retain Your Best Team
In this keynote presentation, Michel Falcon, employee engagement and company culture expert, will share proven strategies that he has used in his career to build high performing teams. Supported by his People-First Culture philosophy and 3P Strategy, Michel will teach us how he has designed employee experience programmes for dozens of industries that has impacted millions of employees globally.

Next Generation CX: Customer Experience Strategies for 2020 and Beyond
Customer Experience (CX) is the design of the interactions that your customer experiences with your company from beginning to end. CX is a key pillar for growing your profit, and help you build a successful company. In this presentation Michel shares proven strategies that will work across industries. He uses them within his business (a company that does over eight figures a year in revenue, and has over 100 employees) on a daily basis. Michel also used these strategies when consulting for companies like McDonald’s, Blue Cross Blue Shield, and Lexus. No matter how many employees, or how many customers you actually have. These strategies aren’t going to be for beginners, so get ready to use them in your business, and get super strategic on how you apply them to start growing your business.

Key Takeaways: 
• A framework for customer experience design & customer journey mapping. 
• How to decrease the distance between your employees and your customers.
• The steps to increase employee engagement with CX initiatives.

Michel offers customized presentations on Customer Experience and more. View a full list of his presentations here.

Platform Plus

Workshop | People First Culture
What is the People-First Culture workshop? A multi-day intensive workshop that teaches your company how to apply the People-First Culture philosophy and 3P strategy within your business to grow stronger relationships with your customers, employees and community. Who is it for? Medium and large-sized companies who are absolutely committed to building processes to enrich the lives of their customer and employees.

Business & Workplace
Motivation & Inspiration
  • Michel is the real deal. Watching his presentation at a recent ICSA conference, it was clear that his story telling abilities, real world experience and customer-focused philosophy are a winning combination! He was engaging and authentic while describing the principles of customer acquisition, retention and brand awareness. Great speaker with deep understanding of customer relationship concepts.

    - Vice President, Customer Experience, Verint
  • Michel is an inspiration to all who have had the privilege and opportunity to work with him. His passion and relentless pursuit of helping companies drive positive business results by primarily focusing on customer.

    - Director - CounterPath
  • Michel was a consummate professional at all times while his presentation displayed his deep knowledge on the subject matter. He was very engaging and he was terrific at integrating humour and anecdotes at the appropriate moments to further draw the audience into the message.

    - Senior Sales Director – Confirmit
  • During the keynote, Michel introduced us to what he refers to as "creating micro customer experiences." The concept of "micro experiences" became a part of the theme of our meeting after Michel's engagement. Michel's keynote was very well received by our team.


    - Sr. Director, Enterprise M&A Integration, CIBC
  • Michel’s presentation, Customer Experience Re-Engineered: Operate Like Your Grandparents Did, was engaging, insightful, and entertaining. He uses story telling to bring customer engagement concepts to life. His presentation has such impact. It is the one that I’ve shared most with colleagues.

    - Director, Customer Relations, The Institute of Internal Auditors
  • Michel delivered a powerful presentation on Customer Experience to our group of 100+ entrepreneurs and senior managers in Cambridge, MA. He opened our eyes to the importance of CE, and we left with invaluable takeaway. A true paradigm shifter. He’s a natural presenter – organized, insightful, passionate, and funny.

    - CEO/Co-Founder, Powderhouse Productions
  • Well in advance of the engagement, Michel spent time understanding [our] motivations and desires which enabled him to effectively prepare for his keynote and speak to his audience. Michel's keynote was well received by our team and I look forward to learning more of his concepts.

    - VP, Head of Strategic Planning - Tangerine Bank

Summary Profile

Michel’s career began in 2007 working as a call center agent for 1-800-GOT-JUNK?, a $100+ million dollar/year company based in Vancouver, Canada. It was on the phone lines that he discovered his passion for customer experience management and employee engagement. He saw firsthand how a great company culture can have an impact on the businesses’ success. During his time at 1-800-GOT-JUNK? he was promoted four times in just five years eventually working on the Operations Management team within the company.

He has been hired by multi-million and billion dollar companies across dozens of industries to improve their customer experience and employee engagement and traveled throughout countries like Canada, USA, Israel, Austria, Australia, Nigeria, Germany.

Michel has worked with and spoken to companies like McDonalds, Verizon Wireless, BlueCross BlueShield, Alfa Romeo, Lexus and many others.

Being a millennial, Michel is heavily recruited to speak at events because he represents the changing demographic of customers and employees. His candor, wit and ability to make you think is what separates Michel from other keynote speakers in his field.

Michel has been included in publications like Forbes, Time, Inc, Digiday and Yahoo Small Business Advisors.

Links

Improve Your Customer Experience with Customer Journey Mapping (Case Study Included Baro | Why the best restaurants focus on employee experience

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