Steve Finikiotis

BIOGRAPHY

Background and Expertise

Steve Finikiotis is founder/CEO of Osprey (2002), a specialty consultancy that works with global firms to design innovative services. His work melds business analysis, experience design and contextual research with an emphasis on international markets. He excels at understanding customer preferences and designing meaningful, engaging services.

Bringing a 360-degree perspective to service design, Steve has worked with market-leading companies in the Americas, Europe, Asia and Africa. His clients have included AT&T, Charter Communications, Federated Department Stores, Northwest Airlines and the U.S. Department of Commerce.

He is focused on realizing project goals through design excellence. Throughout his career, clients have benefited from his innovative, hands-on approach to solution planning and design, and his exceptional energy and enthusiasm.

Steve is committed to having a positive, sustainable impact in communities around the world that his company serves and beyond. Throughout his career, he’s led initiatives that nurtured talent and helped to create meaningful opportunities for a new generation of practitioners in emerging regions.

Research Focus

Steve’s interest is in how technology shapes global markets, institutions and communities. His current research (2012) is grounded in studying the trends and patterns of digital service technologies in emerging economies and their impact on those societies over time.

He frequently speaks about issues of service technologies across markets. He leads his firm’s Global by Design research initiative. He presents analysis and opinion on a range of service design industry topics at Insights@Work conferences.

He is a co-founder of the Experience Lab™, a workspace for designing service experiences from an interdisciplinary, customer-centered perspective.

He shares ideas from his research and fields work on his business blog, Touch Points. His publications, essays and posts reflect foresight on wide-ranging experience design issues across international markets.

Prior Experience

Prior to launching Osprey, Steve was managing director at TWA where he was responsible for the company’s on-board services. In that post, he played a critical role in improving the carrier’s financial and operational performance.

Steve’s airline industry work was punctuated by successes in service design, operations management, employee relations, and workforce optimization. He has served as a strategic adviser to the International Air Transport Association and various institutions around the world.

Languages

Steve speaks French, Greek and Spanish. He is currently studying Arabic.

Interests

He’s an avid globetrotter and adventure traveler who enjoys kayaking, cycling and photography. He has a passion for new media and a wide range of art and music from around the world. Steve is actively involved in mentoring the next generation of global business and technology leaders.

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