NSB Logo

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.

Toronto, Ontario, Canada


A Customer Obsession: How to Create an Experience Your Customers Have Never SeenBefore
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.

Employees Need to Be Responsible for Their Own Development
Michel is a strong advocate that employees need to spend time developing themselves and shouldn’t simply rely on their managers to grow them. During this engagement, Michel outlines a simple model that will help employees develop themselves professionally while leveraging the support of their managers and the people around them.

How to Sell, Service and Seduce Millennials (Told by a Millennial)
In this engagement, Michel speaks from the heart and truthfully. He helps the audience understand the Millennial generation and their expectations, desires and aversions. Similar to his other engagements, he combines real-world stories, humour and thought-provoking insights to better understand this emerging demographic of consumers.

Forget About Data – Customer Intelligence Is What Will Drive Your Profits
When most organizations are running to gather “data” on outside influences, the world’s greatest brands are getting to know their customers intimately through increased customer intelligence. By doing so, they are able to earn genuine customer loyalty. Michel helps the audience convert their current customer strategies into “customer intelligence initiatives.”

Marketing Will Always Come Before Customer Experience (Until This Happens)
Customer experience takes a back seat in the boardroom because the ROI can often be years away. Michel explains why we love to invest in marketing because it offers instant gratification but is rarely a long term investment. He extends on this thought by explaining that we love to invest in traditional media because it interacts with three of our sense: touch, hearing, sight. During this engagement, he challenges the audience to think long term.

How to Properly (No Fluff) Grow Your Employees
Most organizations believe their employees want cash and electronic incentives. While this may work in the short term, it will not grow your team to reach their full potential. It was not too long ago that Michel was a frontline employee and all he wanted was “meaning.” Michel shares his stories on how the organization he worked with helped create “meaning” for him to reach his personal and professional goals.

  • 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.