• Occupation: Service innovation and customer experience advisor, author, speaker, and trainer
  • Organisation: Service 360 Partners


  • Co-founder of Service 360 Partners
  • Author of Service Innovation: How to Go from Customer Needs to Breakthrough Services (McGraw-Hill, 2010), and various articles on innovation, customer needs, and service excellence
  • Advisor to Fortune 500 companies across service industries, including professional software & services, financial services, education, and healthcare
  • Speaker and workshop leader who enables corporate executives to envision breakthrough services and customer experiences
  • Reformed academic who still believes in the value of a good conceptual model

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