World's Top 30 Customer Service Professionals for 2021
For over three decades Ron Kaufman has helped companies on every continent build a culture of uplifting service that delivers outstanding business results year after year. Making transformation his mission, Ron is one of the world’s most sought-after educators, consultants, business thought-leaders and one of the best customer service motivational keynote speakers on the topic of achieving superior service.
Any business can say the customer is king, and many spend a lot of time and money on incremental service improvement. But Ron understands the only reliable way for a company to achieve and maintain a competitive edge is to build a culture that empowers every employee to surprise and delight customers and colleagues every day with truly uplifting service.
Ron is the Founder and Chairman of Uplifting Service, one of the world’s best customer service culture building programs, currently translated into 15 languages for use by clients in every major industry. Ron works with a successful clientele of government agencies and multinational corporations including Singapore Airlines, HP, Nokia Networks, Marina Bay Sands, and Changi Airport. He delivers powerful business insights and global best practices enabling organizations to gain a sustainable advantage through service.
Ron’s methodology includes a set of proven service principles, leadership rules, culture-building blocks and implementation roadmaps that apply effectively across all industries and cultures. This methodology is easily customized to suit the unique needs of each organization, including all departments and team members from leadership to frontline.
Ron is a columnist at Bloomberg Businessweek. He is the author of the New York Times bestseller Uplifting Service and 14 other books on service, business and inspiration. Ron has been featured in The Wall Street Journal, The New York Times, and USA Today. Ron’s proprietary architecture for building an uplifting service culture is now available in one comprehensive volume, Uplifting Service.
Finally, leaders at all levels have a blueprint for making uplifting service a part of everything they are and everything they do.
John Tschohl is the guru when it comes to customer service, service strategy, empowerment, service recovery and helping organizations create a service culture. John speaks all over the world. He has developed a 3 -4 year service culture plan for organizations serious about creating a service culture from his suite of 29 customer service programs of which 12 are available online. Available in 7 languages. John Tschohl is the author of eight best-selling books, which are also available in in a variety of languages. Relentless, is his new book, Achieving Excellence Through Customer Service now in its 13th version. Empowerment: A Way of Life. Loyal for Life (Service Recovery), Ca$hing In, The Customer is Boss; e:Service, and Moving Up.
Claire’s mission is to the Inspire Global businesses to thrive by delivering exceptional customer experiences in bring more care into their businesses through a Caring Service Culture.
Claire is a Customer EXperience Speaker, CX Adviser and trainer; she brings a more caring energy into your businesses, specialising in Customer Experience and Rapport building. Guiding individuals and corporates and empowering them to make the necessary changes in order to be successful, implementing a Customer Experience Strategic plan through her Caring Service Culture programme to help lift service standards and increase profitability.
Originally from France, Claire has lived in Jersey, Channel Islands, since 2000, she capitalised on the experience gained in my hospitality career and set up my own business, in 2009, The Busy Queen Bee. Claire is the Author of two books; Thrive with the Hive published in 2016 and recently launched in 2018 Thriving by Caring, with its Audible version and its French version Prospérer en étant attentionné. Claire has developped a Mystery Shopping and Customer Experience Franchise opportunity, giving aspiring entrepreneurs the tools and support to become Customer Experience Experts. So together we can inspire businesses globally to be thrive by putting their customers and employees in the middle of everything they do, ultimately helping their communities to buzz by delivering exceptional customer experiences.
We are entering a new era, it is the time to start evolving into the next phase where a deeper more authentic connection occurs, where businesses are becoming accountable for their people and their environment. Nurturing a truly caring service culture isn’t easy but it is the only way to have a thriving business, with happy employees, happy customers and happy bottom lines. There are many facets involved in running a thriving business; but the most important one for all of us to grasp is the concept of putting the customers and the employees at the heart of everything we do, and being totally employee and Customer Centric. This is why Claire has developed her new Customer Experience programme ‘Caring Service Culture Leadership programme’: creating harmonious environments, engaged employees and loyal customers, ultimately building a sustainable ‘Caring Service Culture.’
Teresa Allen a recognized customer service expert for over 20 years, is owner of Common Sense Solutions, a customer service training and consulting firm focused on bringing profitable common sense customer service strategies to business organizations. Teresa Allen is author of two customer service books: Common Sense Service: Close Encounters on the Front Lines, and is co-author of The Service Path: Your Roadmap for Building Strong Customer Loyalty. A thought leader in the world of customer service, Teresa is often asked to share her expertise as a customer service keynote speaker for business and association events across the U.S. and abroad. Her Get Common Sense Blog and timely customer service updates in social media are followed by thousands of customer service professionals worldwide. Teresa is a 2015 recipient of the Customer Service Training Practice of the Year Award from the International Stevie Awards for Sales and Customer Service.
Joseph A. Michelli
Joseph A. Michelli, Ph.D., C.S.P., C.C.X.P is an internationally sought-after speaker, author, and organizational consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on customer experience. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives.
Dr. Michelli is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. In 2020, McGraw-Hill published his 10th book titled Stronger Through Adversity: World-Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges, which features leadership insights Dr. Michelli garnered from his clients and more than 140 global CEO’s, Presidents, and C-Suite executives at companies like Microsoft, Google, Mercedes-Benz, Lexus, Target, and H&R Block.
During 2020, Dr. Michelli was certified as a virtual presenter by espeakers and has served on many COVID-19 senior leadership taskforces. He has offered keynote presentations and consulted for leaders and entrepreneurs across Africa, Australia, Singapore, Vietnam, Canada, and the United States. Dr. Michelli continues as a member of the Forbes Coaches Council and is an opinion columnist for CEO World.
In addition to published articles for both Forbes and CEO World, in 2020 Dr. Michelli wrote hundreds of thought leadership articles and appeared as a guest on countless podcasts and traditional media interviews. Throughout 2020, Dr. Michelli leveraged his background as a psychologist to help strengthen resilience and effective, pandemic-tested, customer experience leadership.
Joseph’s past customer service books include The Airbnb Way: 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, Leading The Starbucks Way: 5 Principles for Connecting with Your Customer, Your Products, and Your People, The Zappos Experience: 5 Principles to Inspire Engage and WOW, Prescription for Excellence: Leadership Lessons for Creating a World-Class Customer Experience from UCLA Health System, The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary, The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company, and When Fish Fly: Lessons for Creating a Vital and Energized Workplace which was co-authored with the owner of the “World-Famous” Pike Place Fish Market in Seattle.
Joseph holds the Certified Customer Experience Professional designation from the Customer Experience Professional Association and the Certified Speaking Professional designation from the National Speakers Association (NSA). He is a member of the Authors Guild, an editorial board member for the Beryl Institute’s Patient Experience Journal (PXJ) and is on the founders’ council of CustomerExperienceOne. He sits on the board of M-ize, an award-winning warranty and service management company with operations in the United States and India.
His other achievements include winning the Asian Brand Excellence Award and being named as one of the Top 2 thought leaders in Customer Service by Global Gurus. He received his master’s and doctorate from the University of Southern California.
Having journeyed with a close family member through a six-year battle with breast cancer, Dr. Michelli is committed to social causes associated with curing cancer and abating world hunger.
Chip R. Bell
Chip R. Bell is a world-renowned authority on customer loyalty and service innovation, writing over 650 articles for many business journals, magazines, and blogs. In 1989, with his co-author Ron Zemke, he invented what is now practiced universally as customer journey mapping. In 2005, he created the now patented practice of customer forensics. He has appeared live on CNN, CNBC, CBS, Fox Business, Bloomberg TV, ABC, NPR Radio and his work has been featured in Fortune, Businessweek, Forbes, Fast Company, Inc. Magazine, Wall Street Journal, USA Today, Money Magazine, Success, CEO Magazine, and Entrepreneur. He has authored nine national and international best-selling books including: The 9 ½ Principles of innovative Service; Wired and Dangerous: How Your Customers Have Changed and What to Do about It; Managing Knock Your Socks off Service; Customers as Partners; Magnetic Service; Take Their Breath Away: How Imaginative Service Creates Devoted Customers, Sprinkles: Creating Awesome Experiences Through Innovative Service and Kaleidoscope: Delivering Innovative Service That Sparkles which won a 2017 Best Book Award and a silver medal at the North American Book Awards. His newest book Inside Your Customer’s Imagination will be released in 2020. Many of his books have won major awards and been endorsed by the CEO’s or presidents of such service greats as Zappos, Four Seasons Hotels, Chick-fil-A, Starbucks, Ritz-Carlton Hotels, Morgan Stanley, Wolfgang Puck, Build-A-Bear Workshops, JetBlue, Marriott, Kimpton Hotels and Southwest Airlines. Leadership Excellence Magazine listed him among the top 30 thought leaders in North America. ICMI ranked him in the top 10 top bloggers on customer care. HR.com awarded him a Leadership 500 Excellence Award in 2016 for his innovative customer service training programs. One program won a 2018 Stevie Award for “Most creative classroom training program.”
Jeff helps customer service teams unlock their hidden potential. His books include Customer Service Tip of the Week and the bestselling The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service. More than 140,000 people on six continents have taken his video-based training courses on LinkedIn Learning (a.k.a. Lynda.com). Jeff’s training videos on LinkedIn Learning include Customer Service Foundations and Leading a Customer-Centric Culture.
Jeff was named one of the Top 30 customer service professionals in the world by Global Gurus. He was also named one of the Top 50 Thought Leaders to Follow on Twitter by the International Customer Management Institute. Feedspot has named his Inside Customer Service blog one of the Top 50 customer service blogs on the planet.
Jeff holds a Certified Professional in Learning and Performance (CPLP) certification from the Association for Talent Development.
Lisa Ford is a speaker with over 20 years of experience presenting to businesses, associations and government. She speaks throughout the United States and internationally on topics of customer service, leadership, team issues and change. Lisa is best known for her work in the areas of customer service. She is the author of the videotape series How to Give Exceptional Customer Service, the #1 selling business tapes in the U.S. for over 3 years. Her other videos and audiotapes include: Developing a Customer Retention Program, Building a Customer Driven Organization: The Manager’s Role and Personal Power. Her recent book is Exceptional Customer Service Going Beyond Good Service to Exceed the Customer’s Expectations. Lisa designs content personalized to the audience and issues they face. She has also customized numerous videos for clients to use in their ongoing education efforts. Lisa’s experience includes working with Pfizer, Viacom, Edward Jones, CSX, Kaiser Permanente, Morton’s of Chicago, Citgo, American Gas Association, American Diabetes Association and American Veterinary Medical Association. In 2002, Lisa was inducted into the Speakers Hall of Fame by the National Speakers Association. She is one about 200 speakers who have been honored over 30 years. She also serves a Board Member of the College of Arts and Sciences at the University of Tennessee.
Shep Hyken, CSP, CPAE is the Chief Amazement Officer at Shepard Presentations. As a speaker and author, Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the New York Times, Wall Street Journal and USA Today bestselling business author of “Moments of Magic,” “The Loyal Customer,” “The Cult of the Customer” and “The Amazement Revolution.” He is also the creator of The Customer Focus program, which helps clients develop a customer service culture and loyalty mindset. Shep Hyken’s most requested programs focus on customer service, customer loyalty, internal service, customer relations and the customer experience. He is known for his high-energy presentations, which combine important information with entertainment (humor and magic) to create exciting programs for his audiences.
James used to be an actual, real life, legitimate, award-winning rockstar. He played guitar in a heavy metal band, released albums and tore up stages all over the world, James uses this unique experience to energize, empower and inspire his clients and their teams as a ‘Customer Experience Rockstar’.
James’ passion is helping companies deliver MIND BLOWINGLY AWESOME CUSTOMER EXPERIENCES!!!
He helps companies turn their employees into ‘Rockstars’ and their customers into super-fans.
James also delivers the worlds first and only musical customer experience keynote. Complete with live guitar playing and musical customer experience examples. (See more at www.jamesdodkins.com)
James’ client list reads like a ‘who’s who’ of global brands having worked with companies such as Disney, Mercedes, Nike, Microsoft, Lego and many more.
Not only is James a rockstar consultant and trainer, he is also the host of weekly news show ‘This Week In CX’ and an accidental #1 Best Selling author (long story).
James has been mentioned as one of the world’s top customer experience influencers, been featured in Forbes and has also been described as a ‘CX luminary’ although he doesn’t really know what that means.
James would love to talk to you about your ‘Rockstar Revolution’ today!
Jay Baer, CSP has spent 24 years in digital marketing and customer experience, consulting for more than 700 companies during that period, including 34 of the FORTUNE 500. His current firm – Convince & Convert – provides digital marketing advice and online customer service advice and counsel to some of the world’s most important brands.
His new book, Hug Your Haters, is the world’s first modern customer service manual, showing how companies large and small can benefit from the enormous increase in online complaints and customer feedback.
His second book, Youtility: Why Smart Marketing is About Help not Hype, was #3 on the New York Times business best seller list, and a runaway #1 Amazon best seller.
Jay speaks approximately 60 times per year world-wide, often with lessons about how businesspeople can use today’s shifts in technology and consumer expectation to gain or keep more customers.
Jay’s Convince & Convert blog was named the world’s #1 content marketing blog by the Content Marketing Institute, and is visited by more than 250,000 marketers each month. Jay also hosts and produces the Social Pros podcast, which is downloaded 65,000 times monthly and was named 2015’s best marketing podcast by the Content Marketing Awards.
A fixture in social media, Jay is the most retweeted person in the world among digital marketers, and the second most retweeted person in the world among B2B marketers. He is also an active venture capitalist, and is an investor or advisor to 25 early stage technology and social media companies.
Convince & Convert is the fifth multi-million dollar company Jay has started from scratch. Before his move into digital marketing in 1994 he was a brand marketer and a political consultant, with major roles in state, federal and presidential electoral campaigns.
Befitting his roots in Arizona, Jay is a tequila collector and maintains his allegiance to the teams of his alma mater, the University of Arizona.
Marilyn Suttle specializes in creating “Suttle Shifts” in the way people think and act, so they can produce massive results. A leading authority in service excellence, business and personal relationships, and content marketing for women-focused online communities, she’s been sourced as an expert by Ladies Home Journal, Corp Magazine, Inc. Magazine, LA Times. And the Chicago Tribune & network-affiliated news programs have featured her advice on communication and leadership.
After working with Marilyn, her clients have won industry awards, raised customer satisfaction levels and gotten lasting results in reducing stress and experiencing greater success and self-fulfillment.
Company leaders have made her presentations available to thousands of employees, improving their quality of life and passion to excel in their professions.
Marilyn presents keynotes and trainings, as well as coaches and consults with professionals at Fortune 500 companies, universities, medical, mid-sized companies. She also works directly with entrepreneurs. Her extensive experience with online community management, and social media helps brands engage deeply with their target market.
Marilyn hosts the Woman-to-Woman podcast series on iTunes, sponsored Kimberly-Clark Corporation, and personal growth gurus like Jack Canfield, founder of Chicken Soup for the Soul Enterprises, have invited her to speak on their stages.
Marilyn’s bestselling book, “Who’s Your Gladys?” – co-authored with Lori Jo Vest – was published by AMACOM, NY in 2009 and is now available in paperback and as an e-book. Suttle and Vest also created the online course Customer Service Roadmap to allow their training to be more efficiently conducted by companies throughout the world.
An executive who could use some coaching to take your success to the next level? An event planner looking for an engaging keynote speaker for your conference? A business owner or top level executive seeking training for their staff members?
With 20+ years in the hospitality industry and a lifetime of customer service experience, Steve DiGioia uses storytelling to share real-world tips and tactics to improve your customer service, increase employee morale and provide the experience your customers’ desire.
A certified trainer, coach, author, speaker, and known as “the ops guy” during his tenure at Hilton Hotels, Steve has redefined the operational and service standards for multiple food and beverage departments for some of the best names in the industry. Using a hands-on approach, he has developed numerous training programs and personally mentored countless employees who have successfully moved on to senior management and leadership positions. He is also a featured contributor to the leading hospitality and customer service websites.
Steve continues his pursuit of excellence on his award-winning blog sharing his best strategies on customer service, management, and leadership. Follow Steve on Twitter @Steve DiGioia.
Scott McKain is an internationally known authority who helps organizations create distinction and achieve iconic statusthrough the “Ultimate Customer Experience.®”
- Scott McKain’s iconic keynote presentations benefit from three decades of experience. He has spoken before and consulted with the world’s most influential corporations.
Scott McKain creates captivating presentations and bestselling books which clearly reveal how to create more compelling connections between you and your customers.He teaches how to attain iconic status with your customers to not only stand out in your industry, but transcend your category based upon your level of customer experience delivery.
- Scott has presented his business strategies on platforms in all fifty states and seventeen countries…from Singapore to Sweden; from Mexico to Morocco…from the White House with the President in attendance; to conferences from Budapestto Abu Dhabi.
- He has been honored with induction into the “Professional Speakers Hall of Fame” and the “Sales and Marketing Hall of Fame.”
- He is a member of “Speakers Roundtable” — an elite, invitation-only group of twenty business speakers, considered by many to be among the best in the world.
Scott is the founder of a consulting and training company that explores the role of ultimate customer experiences in creating enhanced client retention and revenue — and is the author of three Amazon.com #1 business bestsellers, most recently, “ICONIC: How Organizations and Leaders Attain, Sustain, and Regain the Ultimate Level of Distinction.”
Jeanne Bliss pioneered the role of the Chief Customer Officer and is an architect of the customer experience movement. Since 1983, she’s been a five-time Chief Customer Officer, holding the first ever CCO role for over 25 years at Lands’ End, Microsoft, Coldwell Banker and Allstate Corporations. Reporting to each company’s CEO, she moved the customer to the strategic agenda, creating transformational changes to each brands’ customer experience. She has driven achievement of 95 percent loyalty rates, improving customer experiences across 50,000-person organizations. As CEO of CustomerBliss, Jeanne has coached over 15,000 global executives on how to earn admirable growth by improving lives, delivered over 1,500 keynotes, written four international best-selling books on Customer Experience, and cofounded the Customer Experience Professional’s Association. Her CCO books and podcasts are often the first resources executives in customer leadership roles acquire, and they look to Jeanne to guide them and their C-Suite to success in their business transformations.
Lior Arussy is an author, visionary, consultant and creative catalyst in the areas of creating delightful customer experiences and executing profitable customer strategies. For his thought leadership and contribution to the industry, Mr. Arussy received CRM Magazine’s “2003 Influential Leaders” award and served as a juror on Fast Company’s Customer First Awards 2005. Prior to establishing Strativity Group, Mr. Arussy held executive positions at Hewlett-Packard and other companies. Mr. Arussy’s syndicated column Focus: Customer reaches over 600,000 readers worldwide every month. He is also the author of four books including Excellence Every Day: Make The Daily Choice (Information Today May, 2008) and Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right! (Wiley 2005) In addition, he has published over 50 articles in publications around the world including at the Harvard Business Review. His accomplishments have been recognized by leading press and analysts such as ABC, The Wall Street Journal, Financial Times, The Times of London and Gartner. Mr. Arussy completed his undergraduate degree at Case Western Reserve University and received his MBA from Weatherhead School of Management.
Stacy is a HUMANIZING BUSINESS & differentiating brands beyond price every day. She doesn’t just talk about it. She is leading Customer Experience, Employee Engagement & Culture Transformation at a Global Corporation. And, when not at work, she’s writing for Forbes, speaking & mentoring people about DoingCXRight®, a journey-based customer framework that maximizes satisfaction through a practical approach. It entails both HEART & SCIENCE — combining proven methodologies to create brand affinity, loyalty & competitive edge that delivers results.
Learn about Stacy’s CX mission to help people like you ➡️www.DoingCXRight.com
Nicholas Webb is a world-renowned innovation thought leader and expert on customer experience design. His upcoming book “What Customers Crave” www.whatcustomerscrave.com/about-book/ outlines the new science of customer experience and how the worlds of innovation and customer experience design have now collided. As the CEO of Boomē www.whatcustomerscrave.com Nicholas provides customer experience strategy, insights and training to some of the top brands in the world including McDonald’s, Verizon, Gatorade, Blue Cross and Cisco just to name a few. Nicholas provides services to organizations across many industrial verticals including healthcare, guest services, call centers, retail, B2B and hospitality just to name a few. Nicholas is also one of the country’s top keynote speakers on the topic of customer experience and customer service. www.nickwebb.com
Donna Cutting, CSP is the Founder and CEO (Chief Experience Officer) of Red-Carpet Learning Systems, Inc. She leads a team of customer service experts that train organizational leaders to turn prospects into delighted customers; and delighted customers into raving fans.
Rolling out the red carpet for others is as natural to Donna Cutting as breathing. Her fondest memories from childhood include the occasions when her mother and Memére, her French grandmother who was the mother of fourteen children, would roll out the red carpet for family members “returning home” to Fall River, Massachusetts. This tradition made a lasting impression on Donna and resonates with her to this day.
A stage actress and dynamic keynote speaker, Donna’s mission is to inspire you to experience the “thrill of the red carpet,” where your customers matter, your work matters and you matter. Her passion for rolling out the red carpet and creating exceptional customer experiences moved her to found Red Carpet Learning Systems, Inc., through which she and her team help organizational leaders turn prospects into customers and customers into raving fans!
Colin Shaw has been recognized, by others, as being a Thought Leader in Customer Experience. He established his company, Beyond Philosophy in 2002, to help organizations achieve ROI through improving their Customer Experience. One client, Maersk Line, the world’s largest container shipping company, improved their net promoter score by 40 points in 30 months, which gave a 10% rise in shipping volumes using Beyond Philosophy’s methodology.
Colin has achieved many accolades from others:
• LinkedIn has acclaimed Colin as being ‘one of the world’s top 150 Business Influencers’, as a result Colin now has over 275,000 followers.
• Brand Quarterly readers also voted him one of the ‘top 50 Marketing Thought Leaders Over 50’ for two years in a row.
• The Financial Times has named Beyond Philosophy as being one of the best management consultancies in the UK in 2019.
Colin shares his thought leadership through training, his books and through his podcast, The Intuitive Customer, which is available wherever you get your podcasts from.
Colin is a renowned key note speaker and without doubt, has helped shape the industry. He has made many appearances on TV and radio including CNN, BBC and NPR.
Heverton Anunciacao was born in Brasilia, lived in São Paulo for 20 years, and now living in Curitiba/Brazil.
He is a Consultant in Systems Requirements and Project Manager / Project Leader with experience in designing, managing projects for Integrated Systems (ERPs), Customer Relationship Management (CRM), Social CRM and Customer Service; Digital Marketing, computer networks, Web sites, Call Center Solutions, and integration of different technologies. Scrum Master Certified.
Heverton has experience in Technologies to attend Backoffice, Frontoffice, and Marketing Digital.
He is a Writer and author of many books since 1995 regards Project Management for CRM, Unix, Linux, Uniware, Corporate Social Responsibility, Family, and Charity.
He had many famous articles published in important Brazilian magazines. He acted as a Lecturer and Teacher for CRM. More details at www.heverton.com.br
He was Honorary chair (Jurado) to select 3 best cases in Brazil for CRM by ABT Association in 2013, and He was Honorary chair to select the best case in 2018
For the past three decades, Heverton Anunciação has helped companies of all sizes to differentiate themselves based on information technology and excellent customer service. Its mission is to make companies profit from their data and offer excellent experiences to their customers, whether in pre or after sales.
His books published in Brazil and abroad are references in Universities and in the training of new or already experienced professionals. Heverton had its innovations and articles published in magazines and newspapers, such as Exame and Veja SP.
In addition to its vast knowledge in Information Technology, Heverton manages to unite with its vision of project management using the most up-to-date methodologies to guarantee quality, cost and satisfaction of its customers.
A seasoned practitioner with over 35 years of hands-on experience, Steve is one of industry’s noted experts in Customer Experience, Advanced Business Process Management (BPM) and Performance Transformation. He heads the Research & Professional Services network within the BP Group.
As a co-founder of www.bpgroup.org in 1992 Steve developed the world’s first and premier network for Business Process Management & Performance professionals. Now in 118 countries with membership of 95,000+ and 25+ global partners.
A noted leader Steve works as a mentor, coach and consultant and has helped pioneer through research and ‘hands-on’ exposure to the world’s leading companies the evolution to Advanced BPM aka ‘Outside-In ‘. Recently recognised as a global thought leader in ‘Outside-In’ Steve continues to evolve process thinking towards a customer centric view of business.
An inspirational speaker (he has chaired and keynoted at more than 25 international conferences since 2001), contributor to leading journals and author of several books including
– A Senior Executives Guide to BPR (1994)
– In Search of BPM Excellence (2004)
– Thrive! How to Succeed in the Age of the Customer (2005)
– CEM – Success without Exception (2006) and
– Outside-In. The secret of the 21st century leading companies (2010)
Steve previously worked for Citibank where he led restructuring and business process transformation programs both in the US and Europe.
Advisor to several boards across the globe and sits on the steering panel of the influential California based BPM Forum, a group of distinguished ‘C’ Levels heading up Global 500 companies.
He received the “Lifetime Achievement Award for contribution to Business” at Gartners Annual Summit in 2007.
Louie Gravance, a native Californian, is literally changing the consciousness of business in America through his speaking and consulting skills. A premiere example is the work he has done is helping Bank of America navigate what he calls a “culture shift.”
MONEY MAGAZINE credits these efforts with “making the banking experience more pleasurable with changes that have improved customer satisfaction.” This was done through an initiative Gravance introduced to high level executives and employees entitled “The Bank of America Spirit.” Gravance was a perfect fit for this project, thanks to skills learned and honed during twelve-year tenure at The Walt Disney Company in Orlando, Florida. Beginning with the training and orientation program “Traditions” at The Disney University, Louie designed, developed, and delivered countless presentations. First, at the University for literally thousands of Disney World employees from all disciplines, and then for visiting corporate clients through the Disney Institute Professional Development Programs. He has also traveled North America , teaching “Showmanship in the Workplace” to large companies like Mutual of Omaha, Fisher Scientific, Toys ‘R Us and BMW of Canada, just to name a few.
“You have to do what you DON’T have to do, in order to win,” is a quote that represents much of the philosophy behind a Louie Gravance presentation.
Prior to moving to Florida, Mr. Gravance began a show business career at the age of twelve. He spent the next two decades in Los Angeles appearing in stage shows, sitcoms, motion pictures and over 35 national television commercials. While at Disney, he led, trained, and performed with the improvisational comedy show “Streetmosphere” at the Disney / MGM Studios from the first year of its inception in 1989. It is now the longest running show of its kind in theme park history.
Currently, Louie Gravance Creative Concepts provides consulting and motivational talks to companies and municipalities all over the world, and is based in Orlando, Florida.
Luke Williams is coauthor of Why Loyalty Matters (2009), a national best-seller, and The Wallet Allocation Rule (2015). Luke is a passionate, progressive and curious researcher, finding joy in the pursuit and unraveling of complex strategy and research problems. His motivation is intimately tied to making a difference for companies, enabling them to understand their customers better, create better strategy, and make decisions witth a direct linkage to financial improvement.
Luke is currently a vice president at Ipsos Loyalty, where he leads the day-to-day activity of large-scale research engagements for the firm. He specializes in research methods and design, analytics planning, and activating strategy beyond mere research results.
Mr. Williams has co-authored four book chapters in scholarly books and co-written a Harvard Business School case study. Luke also has also authored numerous articles that have appeared in publications such as: The Wall Street Journal, Journal of Service Research, Journal of Business Research, Journal of Database Marketing & Customer Strategy Management, Quirks Marketing Research Review, Marketing Management, Training & Development, and The Wise Marketer.
He was a core member of the research team that discovered and developed the Wallet Allocation Rule. The Wallet Allocation Rule has won the NextGen Disruptive Innovation Award and was introduced in the Harvard Business Review. He was also a finalist for Best Practitioner at the annual 2014 Frontiers in Service conference.
Luke received a master’s degree in Social Research Methods from the University of Durham (UK) and a bachelor’s degree in Sociology from Rutgers University (USA).
Ruby Newell-Legner, is considered the preeminent Customer Satisfaction specialist in the Sports, Leisure and Entertainment Industry today. An industry icon in fan engagement and fan experience, her powerful trainings will leave your employees ready, willing and able to go that extra mile to have every customer coming back for more.
As a Certified Speaking Professional, Ruby Newell-Legner has presented more than 2500 programs in 23 countries and served as National President of the National Speakers Association 2015-16.
As a Fan Experience Expert, she has designed and delivered customized service experience programs for more than 1000 businesses, including 31 professional sports teams in the NFL, NHL, NBA, CFL, MLB and WNBA. From Ferrari World to the Columbus Zoo, from Denver to Dubai, Ruby brings unprecedented expertise and insight on how to create a service culture that motivates employees and promotes guest loyalty and retention.
Ruby offers leading sports, leisure and entertainment companies, 7 Star Service solutions to amplify their brand and bottom-line. She helps them build a guest-centric culture from their front-line employees to their guests, between co-workers and their peers, and from managers to the employees they supervise and mentor.
Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line.
As the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. He has appeared in over 100 media and is regularly cited as a top customer experience thought leader.
In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adam lives in Orlando, FL with his wife Renee and his two dogs, Dalton and Talia.
Adrian Swinscoe is a customer experience consultant and advisor, and has been growing and developing customer-focused large and small businesses for 20 years. He has previously worked with Shell, FT and The Economist Group as well as advising and consulting numerous other large organisations as well hundreds of smaller businesses to help them engage with their customers, build their customer retention and improve service.
He’s a huge fan of organisations that do great things for their customers and their employees and a right-hand-man to those that want to achieve their own level of greatness.
He’s also a lover of simplicity and advocate of the human touch with a bit of really useful technology thrown in.
Blake Morgan is a leader in customer experience. She is a customer experience futurist and keynote speaker who brings her message to audiences all over the world. Her clients include Comcast, Fujitsu, Nationwide, Allstate, Genentech, Accor Hotels, Accenture, Parker Hannifin, Ericcson, Verizon, Adobe and more. Blake is a guest lecturer at Columbia University, the University of California, San Diego and adjunct faculty at the Rutgers MBA program. She is a contributor to Forbes and the Harvard Business Review. Blake is the host of The Modern Customer Podcast and a weekly customer experience video series on YouTube.