Michael Mattson is the visionary founder and Chief Empathy Officer of Walk A Mile CX, a customer experience consultancy dedicated to fostering customer-centric transformation through the fusion of emotional intelligence and strategic technology enablement.
With over 15 years of hands-on experience spanning the United States Postal Service and his role as Manager of Customer Experience at Travelers, Michael brings a wealth of expertise in humanizing interactions, cultivating emotional connections, and optimizing complex customer journeys at an enterprise scale.
As the President of the Northeast Chapter for the Contact Center Artificial Intelligence Association (CCAIA), Michael champions the responsible integration of intelligent technologies to streamline operations and deliver best-in-class service. He is committed to developing ethical AI governance practices that protect customers, employees, and society while amplifying emotional intelligence capabilities.
At Walk A Mile CX, Michael leads with a hands-on approach, partnering with clients to build empathy-driven methodologies and immersive training programs that equip customer-facing teams with the skills for CX excellence. Through CX Optimization Sprints and AI-Augmented EQ Consulting, he guides organizations in rapid process redesigns and the strategic adoption of intelligent solutions, targeting the root causes of experience failures.
Driven by the slogan “Experience through their eyes,” Walk A Mile CX’s mission is to unlock empathy-driven solutions that create value by giving customers a seat at the table. With a passion for understanding customers’ needs and a commitment to operational excellence, he enables organizations to continually optimize experiences, foster unparalleled loyalty, and drive sustainable growth in the experience economy.
Walk A Mile CX 