Steve Finikiotis

BIOGRAPHY

Background and Expertise

Steve Finikiotis is the founding CEO of Osprey, a specialty consultancy that works with leading service firms to deliver high-performing, customer-focused services. He excels at creating value for clients around the world by translating customer preferences into engaging offerings. His work melds business analysis, service design and in-depth market research.

He has worked with leading companies and institutions 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.

Steve is committed to having a positive, sustainable impact in global communities that his company serves. 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 current research is grounded the trends and patterns of service technologies in emerging economies. He leads his firm’s Global by Design research initiative.

He provides analysis on a range of service design industry topics at Insights@Work conferences. Steve is also 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 field 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

Previously, 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, supply chain 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

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

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