Touch Points by Steve Finikiotis

“I’m a ‘pragmatic idealist’. I’m convinced that people working together to realize a shared vision are a powerful force.  The proof of this is overwhelming.”

Steve is a trusted advisor to business leaders around the world. He brings depth of experience in improving the Customer Experience. In 2002, he co-founded Osprey Associates, an innovative consultancy that helps service-providing companies build more profitable customer relationships.

He has led numerous high-profile engagements at Global 1000 enterprises including AT&T, Charter Communications, Northwest Airlines, and Federated Department Stores.

His vision, leadership and professional experience drive his company’s mission of helping clients become high performing leaders in their markets and on a global stage. In 2008, he established the Deep Blue alliance network  aimed at  improving the customer experience in developing markets.

Research Focus

His current research focus is on Customer Experiences Beyond Borders which compares and contrasts the ways businesses deliver consumer services in both mature and developing markets.  In 2009,  he began work on The Insightful Enterprise, a comprehensive study concerning methods and practices that market-leading companies use to understand the preferences of their customers.

Finikiotis regularly publishes reports, case studies and opinions about innovative customer experience practices  and their impact. He also hosts Osprey’s popular Insights@Work executive conferences devoted to service 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.  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.  He also has served as a an advisor to the International Air Transport Association (IATA).

His career has been punctuated by successes in airline operations management, workforce optimization, quality assurance, business systems integration, customer relations, and labor relations.  He pioneered a range of innovative web-enabled technologies that have had a lasting impact on the airline industry.

And then,

Steve has native fluency in English and Greek, and also speaks French and Spanish. He is a consummate adventure traveler who is as interested in the people of a region as its landscape.  He enjoys mountain biking, hiking, design, writing, and reading. He shares his favorite books, music and travel experiences on his “Short List” page.