Michael Chiu is a Senior Director, Analyst at Gartner focused on customer experience (CX) for IT leaders. Mr. Chiu researches on best practices, strategy, planning, management and measurement in terms of CX, and works with clients to identify and launch initiatives to enhance their CX. He also helps clients use management tools like customer journey maps, personas, voice-of-the-customer research, surveys and strategic plans to determine how their CX can generate higher satisfaction, loyalty and advocacy.
Prior to joining Gartner, Mr. Chiu started and ran a consulting firm centered on customer analytics and insights, market research surveys, and business planning. Previously, he held business operations and analysis roles at Yahoo!, News Corp., Capital One and AOL.
Founder and Managing Director
IGN Entertainment (News Corp.)
Vice President, Planning, Analysis and Finance
Director, Business Operations
CRM Strategy and Customer Experience
M.B.A., University of California, Berkeley
B.A., Psychology and Managerial Studies, Rice University, Houston, Texas
1How to measure customer experience: Net Promoter Score (NPS), customer satisfaction score (CSAT), Customer Effort Score (CES)
2Creating and implementing a customer experience strategic plan
3Getting started with customer experience
4Customer journey maps and how to use them to improve customer experience
5Customer survey design, analysis and best practices