Practice Leader - Nonprofit
Michael Wilson spent 33 years with the American Heart Association, the nation's oldest and largest voluntary organization with 144 offices and 2700 employees, devoted to fighting cardiovascular diseases and stroke. He served as Chief Information Officer for 11 years and Executive Vice President/Chief Customer Officer for another 11 years. As CIO, Michael managed a combined technology and customer staff of 230 and an annual budget of $40 million. He created a business technology focus, including a business relationship management function with dedicated staff that achieves quantifiable business results through effective technology that is measured annually. Additionally, Michael developed a social media strategy and implemented a social media command center to focus on listening and service/support. He executed a Software as a Service (SaaS / Cloud) strategy including over 20 cloud implementations, and developed a responsive web framework to take advantage of mobile access. Wilson also created a mobile strategy and developed 30 mobile apps under that framework.
As EVP/Chief Customer Officer, Michael dramatically Improved user and customer satisfaction, moving annual measurements for Net Promoter Score and Forrester Customer Experience Index to best in class (results. 2012 - 74% Net Promoter and Customer Experience Index of 92%). Of equal importance, Michael increased the service and top-line revenue results of the Association’s National Service Center (Call Center), and expanded services to 24/7/365 operation. Finally, he achieved a reduction of ongoing technology operating expenses so budget could be reinvested in business technology, reducing operating expenses by more than 30% in the last 3 years.
Michael is author of several books:
- For the Love of our Donors – Creating Amazing Donor Experiences: Why being donor obsessed can transform your nonprofit into a digital business
- “Digital Business Transformation in a Customer Obsessed World”
- “The Digital Nonprofit: A Manifesto”
- “The Digital Executive: Are you obsessed with your Customers?”.