About Michael T. Kanazawa | Michael Kanazawa is a customer experience strategy and transformation expert and Managing Director of Bedrock Consultants. His work has focused on strategic transformations and includes numerous successes in working with the executive teams of Fortune 500 and multi-national companies to accelerate the achievement of their transformation goals. In 2008, Michael co-authored the award winning Big Ideas to Big Results, which details the integrated process and tips for successful customer-driven strategy and corporate transformation developed through a fifteen year collaboration with Dr. Robert Miles, who originated the field of macro organizational development at the Harvard Business School.
According to a summary of over 40 research studies on change, the success rate of strategy execution and corporate change programs is 33%. At the same time, a Conference Board survey of over 600 global CEOs revealed that the top two challenges they see are: 1) generating consistent revenue growth and 2) stra
"Customer experience needs to be thought of as a strategic agenda item on par with and actually integrated with corporate strategy, managing the brand, and new product development. If you share that vision for your customer experience efforts, here are some strategic tools and ideas to help you do that.”