Associate Director of Client Experience
Michelle is the Associate Director of Client Experience at Crowe Horwath LLP with more than 9 years of CX experience and 20 years of professional experience. Michelle joined Crowe in late 2012. Previously she was employed by Lexmark International for 20 years where she spent 15 years in various engineering leadership roles and the balance of time she was creating and leading the Customer Experience program in the B2B part of the business. Today, she leads a small team of Customer Experience professionals whose goal is to create a culture where people come to work every day motivated to provide clients with an exceptional experience in every interaction.
Michelle is a Certified Customer Experience Professional (CCXP) as well as a Lean Six Sigma Black Belt (LSSBB). Her unique set of experience serves her well in balancing strategy with practical tactics. Michelle was awarded with the esteemed CX Impact Award – Outstanding Practitioner by the Customer Experience Practitioners Association in October, 2014. In addition, Michelle received the Innovation award on behalf of Crowe Horwath for their unique work titled, Pay It Forward – Improvements in CX through Employee Engagement. Michelle has been named a CX Superhero by the CXPA and you can read more about her super powers here – http://bit.ly/24Mc6LE . To read more about Michelle’s thoughts on Customer Experience, you can find her tweeting at @morrismichellek .