Mike Forsyth

Mike is a graduate of the United States Air Force Academy and a U.S. Air Force veteran. His service was recognized with Company Grade Officer of the Year, Personnel Manager of the Year, and Distinguished Graduate honors at Squadron Officer School. While stationed in England he earned a master's degree in computer information systems from Boston University, and after the service he learned marketing the classical way: managing brands at Procter & Gamble, where he took a mature brand to its highest market share in both the United States and Canada.

Consulting came next, in 1996, and stuck: strategy, change management, business process improvement, and program and project management for public and private companies, non-profits, and government. By the time he founded MJKD and Associates in 2008, he had already spent years helping organizations through strategy and performance improvement work, including advising one of the best-known customer research companies on its own direction. His first MJKDA engagement came from a longtime client who simply called him back. Most of the firm's work since has arrived the same way.

Two decades of customer experience assessments have taken him inside utilities, automakers and their dealer networks, telecom and cable operators, insurers, mortgage servicers, airlines, entertainment companies, and federal agencies. He has listened to contact center calls on both sides of the Atlantic and ridden along on more service calls than he can count.

On an engagement, Mike leads the structured executive interviews, runs the analysis, and writes the readout your leadership team actually uses. He is also the reason the firm will not take layoff work: in his words, "We are not in the business of cutting heads."