CUSTOMER EXPERIENCE MANAGEMENT

Michelle Hill is the owner of Delight Consulting and a customer experience practitioner based in KwaZulu-Natal, South Africa. With more than 10 years experience in strategic planning, project management, training, team development and change management, she has embraced all principles as cornerstones with her approach to customer experience. She is a certified Lean Six Sigma Black Belt and specializes in customer experience fundamentals such as change management, journey mapping, training and facilitation.

TLC has partnered with Delight Consulting to provide Customer Experience training, coaching, consulting and internship programmes for our clients.

Michelle Hill

Michelle is credited in successfully implementing a customer centric approach in a business-to-business listed company over a two-year period. This realized an 18% growth in the customer’s loyalty score. Her work in the field of customer experience has won numerous international awards. Her execution of this customer centric journey has spanned Southern Africa navigating cultural differences. She has presented on customer experience locally and internationally as well as guest lectured at universities.

Her passion is to challenge leaders to step up to the platform and embrace customer experience, not through lip service but through belief. She believes in the key question: “How would you feel if you had the same experience?”

FOCUS AREAS

Customer centric strategy

Change Management

Customer experience training for both leadership and employees

Customer experience journey mapping

Customer experience research and development

Coaching and Consulting 

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