Moshe Davidow (Israel)
Since 1998, Moshe has been engaged in teaching, consulting, and research, trying to improve the level of Service Quality in Israel by focusing on adding value to the customer. He is also involved at the academic level by serving on the editorial review board of the Journal of Service Research, serving as associate editor of the Journal of Satisfaction/Dissatisfaction and Complaining Behavior, and serving as editor of the Value Creation Journal.
In 1993, he started studying service quality with Prof. Len Berry, and received his Ph.D. from Texas A&M in 1998. His dissertation focused on quantifying the effects of organizational responses to consumer complaints and his A-CRAFT model remains the most comprehensive complaint handling model in the field today.
Paul Goyette (Canada)
Paul is currently the Head of North American sales, and has been wearing many different Eagle’s Flight hats over the 20 years he has been working with Eagle’s Flight including individual sales contributor, solution developer, workshop facilitator, company leader, and colleague.
Paul draws upon more than 27 years of business and financial experience to help create and facilitate solutions for his clients. Having worked in the public accounting arena with EY, corporate finance with Wilson Sporting Goods and Citibank of Illinois, Paul is grounded in what it takes to achieve results.
With excellent people and relationship skills, Paul works seamlessly with his clients to ensure that Eagle’s Flights solutions are aligned to the client’s needs, facilitations are on target, and customers see Eagle’s Flight is a valued partner.
A sampling of Paul’s clients includes EY, Bank of Montreal, HSBC, Reynolds American, Enterprise Holdings Inc, Western Union and PwC.
Paul has a degree in Accounting from Miami University in Ohio.
Peter Hesseldahl (Denmark)
As a journalist in Denmark, Peter Hesseldahl has covered the forefront of science and technology for newspapers, radio and television for almost two decades.
In 2002 Hesseldahl joined LEGO VisionLab as a futurist and strategic consultant. In 2005 he moved to Danfoss Universe to build up an educational facility and interactive science experience, and at the Universe Foundation he has continued to work with future studies and scenarios for major Danish and international companies.
Hesseldahl is currently managing The We-economy Project, exploring the implications of a shift towards a participatory and collaborative economy. Peter Hesseldahl is the author of five books.
David Hood (UK)
Ray Kordupleski (USA)
Ray is president of CVM, Inc. and has 17 years experience in helping companies understand and implement customer value management programs. Prior to forming CVM, Inc. in 1996, Ray had over twenty-nine years experience in the telecommunications industry. At AT&T, he was the customer satisfaction director for the corporation, where the use of customer value management had its genesis in the early 80's and resulted in remarkable results prior to the breakup of AT&T.
Ray's work in quality, customer satisfaction and customer value management is well recognized. He has consulted globally with firms in Australia, Brazil, Canada, Chile, England, Finland, France, Hong Kong, India, Mexico, Ne Zealand, Norway, Sweden and the United States.
Ray is the author of Mastering Customer Value Management: The Art and Science of Creating Competitive Advantage. As a member of the American Marketing Association, Ray was the chairperson for its Second and Tenth Congresses.
Doug Leather (South Africa)
Doug is a leading expert in Customer Management working globally with large blue-chip organisations. He is best described as a Customer Management Evangelist/Activist/Futurologist as a result of his intense passion, broad multi-industry and multi-country insights into customer management capability understanding, best practice application, customer experience, business models and business performance improvement. The primary focus of his client work today is in helping people in businesses think and work differently together and to understand the importance of customer asset management, assessing the maturity of customer management capability and then conceiving, planning, developing/repairing, driving and measuring customer centric strategy and execution for the 21st Century Organisation.
He has developed leading expertise in design and operationalization of customer-centric business models and has worked with many large organisations on business strategy, operational processes, organisation structures, leadership and cultural issues. He has consulting experience across multiple industries and countries. He has interviewed 1000's of individuals across various industries in different countries around the world whilst working on customer management capability assessments, vision definitions, programme plans and business cases.
He has designed and developed an Executive level Master Class Programme, entitled ‘Building & Leading Customer-Centric Organisations’ as well as ‘Designing and Executing Customer Journey Mapping.’
He founded The Customer Council which is a senior membership
Michael Lowenstein (USA)
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal with Beyond Philosophy, an international customer experience consulting organization; and he specializes in customer analytics, employee ambassadorship research and training, predictive modeling, and strategic customer lifecycle management research and training. He is broadly experienced as a visionary and innovative marketing consultant in many b2b and b2c product and service industries; and his particular areas of interest are competitive positioning, impact of brand equity and word-of-mouth communication on downstream customer behavior, stakeholder focus and behavior, and how organizations build trust and authenticity through customer centricity, and use customer insight, in reaching their strategic business goals
He is the author of several highly-regarded stakeholder and enterprise management books: Customer Retention: Keeping Your Best Customers (1995), The Customer Loyalty Pyramid (1997), and One Customer, Divisible (2005). He is also co-author of Customer WinBack: How to Recapture At-Risk and Lost Customers – and Keep Them Loyal (2001).
Douglas Morse is currently the Founder and Chief Inspiration Officer for the Services Transformation and Innovation Group LLC, also known as ServTrans. This consulting group helps companies transform, optimize, align and innovate around creating customer value. Prior to forming his company in 2008 Douglas was Vice President of Customer Experience for Global Customer Services at the Oracle Corporation where he worked to enhance the customer’s overall relationship while integrating over 35 acquired companies.
Douglas has spent over 30 years developing unique customer focused service strategies, operational excellence and packaged solutions for companies in high tech and medical equipment services including over 19 years at IBM. Douglas has specialized in service strategies for technical support, professional services, and outsourcing. He has been a consultant to Fortune 500 companies guiding efforts to build highly profitable global services organizations by creating a new focus on Customer Success.
Douglas was the 2007 recipient of the Donald F. Blumberg award for Services Innovation awarded by the Services Industry Association
Jim Rembach (USA)
Jim Rembach helps our clients engage employees, collaborate cross-functionally, build customer-focused culture, and engage customers. He has managed customer experience programs at Autozone and Deluxe Financial Services, where he led the daily operations of a staff of 800 and led a technology assessment for a $14B manufacturer.
Jim has developed proprietary methods for developing greater customer experiences by increasing skills in emotional intelligence, relationship analytics, employee engagement, leadership, and the science of influence. Jim invented the Servant Teamwork® leadership model to improve trust, teamwork, and a values-based culture. Servant Teamwork is designed to get EVERYONE to participate, from the bottom-up. It is an advancement on the Servant Leadership model created by Robert Greenleaf and made publicly popular by such authors as Stephen Covey, Ken Blanchard, and Spencer Johnson.
Jim is founder of BeyondMorale and a featured contributor to the Workforce Development Community for the American Society for Training & Development (ASTD). He has been a guest lecturer on organizational behavior and management communication at UC Berkeley Extension and University of San Francisco. Jim is a frequent speaker and an author and reference source in numerous publications and articles. He has been a regional director of CCNG for 12 years, and is a CXPA Ambassador and Customer Experience Expert.
Colin Shaw (USA)
Colin has been recognized by LinkedIn as one of the world's top 150 business influencers. He has over 100,000 ‘followers’ of his blogs on LinkedIn. Colin is Founder & CEO of Beyond Philosophy, pioneers in the field of Customer Experience. Colin has written four best selling books on the subject. Without question helped shape the whole Customer Experience industry. Colin's background is in operational line management. He has held many senior execs in corporate life in his last position he was responsible for 3,500 people in Customer Service before founding Beyond Philosophy in 2002.
Bob Thompson (USA)
Bob Thompson is founder and CEO of research and publishing firm CustomerThink Corporation and editor-in-chief of CustomerThink.com, the world’s largest online community dedicated to helping business leaders develop and execute customer-centric business strategies. An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book "Hooked on Customers" (April 2014) reveals the five habits of leading customer-centric firms.