Michelle BrigmanHead of Customer Listening and Engagement
Michelle Brigman currently serves as the Head of Customer Listening and Engagement, tuning into changes in customer’s digital behaviors and social conversations. Her team is monitoring >1B annual digital interactions, adapting real time to increase digital containment and seamless interactions. In her previous role, Michelle was responsible for the North America Servicing Net Promoter (NPS) Program. She is Executive Sponsor of the Dallas Women’s Network, a member of the Site Leadership Team, and active mentor and trainer for Citi sponsored STEM initiatives. Michelle is known for her ability to shift the customer experience lens from data point focus to a customer driven model centered on engagement and client delight. Her ability to build trust with customers and business partners differentiated her in driving culture change Prior to joining Citi, Michelle spent 16 years at Dell, where she developed a strong suite of programs that embedded Client Experience into the culture. As Director of Global Social Media Listening & Engagement Program, she launched Dell’s Global Listening Command Center, which was responsible for listening to 25k conversations a day across 11 languages. The Command Center has been recognized by Forrester, American Business Awards, Bees Award, Altimeter, CeBit Australia, PR News & Groundswell as the industry benchmark in how companies should engage with customers. Prior to directing the Social Media Listening efforts, Michelle was responsible for Global Consumer Client Experience, where she led contact center quality, process improvement, escalations management, cost reduction, & NPS.