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Gartner Expert
Michael Chiu
Distinguished VP Analyst
Michael Chiu is a Distinguished Vice President, Analyst at Gartner focused on customer experience (CX). He advises clients on CX metrics, customer journey maps, personas, Voice of the Customer (VoC) programs, customer surveys and CX strategic plans. Mr. Chiu also helps clients build customer-centric cultures, prioritize CX projects, and establish CX governance.
Previous experience
Prior to joining Gartner, Mr. Chiu started and ran a consulting firm centered on customer survey design and administration, analytics, and business planning. Previously, he held business operations and analysis roles at Yahoo!, News Corp., Capital One and AOL.
Professional background
EdgePeak Consulting, Founder and Managing Director, 6 years
IGN Entertainment (News Corp.), Vice President, Planning, Analysis and Finance, 2 years
Yahoo!, Director, Business Operations, 3 years
Areas of coverage
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Customer Experience
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CRM Strategy and Customer Experience
Education
M.B.A., University of California, Berkeley
B.A., Psychology and Managerial Studies, Rice University, Houston, Texas
Top Issues That I Help Clients Address
How to measure customer experience: Net Promoter Score (NPS), customer satisfaction score (CSAT), Customer Effort Score (CES)
Creating and implementing a customer experience strategic plan
Getting started with customer experience
Customer journey maps and how to use them to improve customer experience
Customer survey design, analysis and best practices