Speaker

I deliver keynotes and presentations about the Customer Experience across various markets and industries. I’m pleased to share relevant business ideas based on research and field work at my company, Osprey.

My current research topic (Q3/4, 2010), Reshaping the Customer Experience for a New Age, deals with meeting the challenges of improving the customer experience in an age of reduced demand, heightened pricing sensitivity, and new competitive threats. These conditions require us to re-think our service models, and my work addresses how we ought undertake this challenge.

I also speak to Customer Experiences Beyond Borders which compares and contrasts the ways that innovative companies deliver services in diverse markets. I refer to up-to-date case studies from the mobile, airline, retail, financial services and hospitality sectors.

In late 2009, I began research on The Insightful Enterprise, a comprehensive study on methods and practices that customer-centric companies use to understand and assimilate insights about the preferences and behaviors of target customers.

I’m traveling extensively this summer and early fall and booked through October, 2010. Please contact me for more information about my speaking and availability.

Thank you, Steve

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