Michelle Spaul is a fractional Customer Experience consultant specialising in embedding CX within strategy and operations. She works with leaders to move from insight to influence, helping organisations translate customer understanding into disciplined change and sustained value. Her experience spans large corporates and growing businesses, shaping CX capability, governance and cross-functional delivery. Michelle is particularly interested in the human dynamics of change, focusing on how stakeholder alignment and internal value creation determine whether CX initiatives succeed or stall. She brings a practical, candid perspective grounded in real organisational complexity rather than theory alone.