Touch Points by Steve Finikiotis

“Collaboration with the right people in the right setting engenders innovation in designing customer experiences. I’m convinced that skillful people working together to realize a shared vision are a powerful force.  Proof of this is overwhelming.”

Steve Finikiotis consults and presents his work internationally on improving the way organizations serve their customers. From 2002 to the present, he’s led the charge at Osprey where he’s focused on integrating design thinking with customer experience management.

His deep and abiding interest in understanding customer behavior informs his work in the areas of service design and performance. He’s convinced that the business potential in designing and refining customer experiences is substantial, and lies in combining design thinking, strategy, and a systems-orientation.

He’s led critical projects at Global 1000 enterprises including AT&T, Charter Communications, Northwest Airlines, and Federated Department Stores (Macy’s).

His vision, leadership and professional experience drive his company’s mission of helping clients become high performing leaders in regional markets and on a global stage.

Research Focus

His current research focus is on Customer Experiences Across Borders which compares and contrasts consumer experiences across markets, and the ways successful businesses deliver consumer services in both mature and developing markets.

Last year (’09),  he began work on The Insightful Enterprise, a multi-year study on the methods and practices that market-leading companies use to understand and influence the behavioral drivers of their customers.

Steve regularly publishes reports, case studies and opinions about innovative customer experience practices  and their impact. He also hosts Osprey’s Insights@Work executive conferences devoted to “service systems” (people, process and technology) innovation.  His popular business blog is called  “Touch Points”.

Prior to launching Osprey, Finikiotis was managing director at TWA where he had oversight responsibilities for on-board services management. Previously, he was in charge of the carrier’s contract services throughout the Americas, Europe and the Middle East. He also oversaw the airline’s system-wide quality assurance program.

His career has been punctuated by successes in airline operations management, workforce optimization, quality assurance, business systems optimization, customer relationship management, contract services, and labor relations.  Steve pioneered a range of innovative web-enabled technologies that have had a lasting impact on the airline industry.  He’s also served as an advisor to the Geneva-based International Air Transport Association (IATA).

More?

Steve has native fluency in English and Greek and also speaks French and Spanish. He’s a consummate adventure traveler who is as interested in the people of a region as its landscape. He enjoys hiking, mountain biking, design, photography, and music.  Steve regularly shares his many passions on his Short List.