Chief Executive Officer
A leading international expert in customer experience management. I work for companies looking to take currently accepted best practice and emerging next practice into their organisations. I use my specialist skills as a programme and project director, world class trainer and coach, BPM expert, change management specialist and mentor to organisations in making strategic decisions.
My approach is hands-on and dynamic and designed to enhance conventional thinking in my specialist subject areas. I always look for ways to help organisations to boost their performance by placing the customer at the core of every aspect of the business. Blending traditional best practice with emerging, but proven, next practice approaches leads to significant and measurable improvements in business growth, market share and competitive advantage over even those who claim a customer experience pedigree!
I am an authentic, inspirational business leader who can energize both organisations and individuals. I am frequently invited as a key note speaker or chairman at events all over the world speaking on strategic and operational issues around customer centricity and business process management.
Key areas of expertise:
Customer Experience Management. An acknowledged thought leader & expert on customer centricity.
Project and Programme Management. The effective delivery of high profile business projects, programmes and workstreams with benefits realisation of more than 500 million USD in benefits.
Business Process Management. A Lean Six Sigma Master Black Belt & Certified Process Master.
Change Management. The development & implementation of effective transformational change strategies that boost business performance.
Business Development. The identification, negotiation and successful delivery of more than a 100 profitable consultancy assignments with individual values of up to $6 million USD.
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Dr Osman Khan
Executive Vice President – Learning & Development
Dr. Osman Khan is acknowledged as one of the world’s leadiOsman Khanng experts in Customer Experience Management and Customer Loyalty. He has over fifteen years of experience working with companies to improve their business performance. His main areas of expertise are in Customer Experience Management, Customer Loyalty and Satisfaction, Emotional Attachment, B2B Marketing, Social Media and Strategic Marketing.
He has worked with numerous companies across the globe as a consultant, trainer, researcher and as a member of the marketing team. His past experience include working as a Marketing Director at a high-tech IT firm, consulting for multinational mobile operators from Europe and the Middle East, as well as helping firms within the UK and USA in improving customer loyalty, increasing sales, and reassessing strategic marketing goals.
Osman has an MBA and a PhD in Marketing (Bradford). He has recently published three books on CEM, and Customer Loyalty at the European Centre for Best Practice Management. He is also on the Judging panel for the UK Customer Experience Award, UK Customer Service Training Award and the Theme Park & Visitor Attraction Award. Moreover, he is actively engaged in conducting research and consulting work in the areas of CEM and Emotional Loyalty Management. He is on the editorial board of four international journals, as well as on the board of directors of three international firms (two based in the United Kingdom and one in Brazil).
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Chief Operating Officer
Robin is an experienced business leader with an extensive background in technology, business management and change consulting. Most recently he was a Partner and the Business Development Director of a Hong Kong based consultancy working with clients in telecommunications, information technology and digital media to develop superior marketing and business development strategies and to improve operational performance and customer service through the application of best-practice processes and leading-edge technologies. His expertise and consulting activities includes running “heavy duty” change management teams, corporate strategy, strategic marketing and business development, technology/vendor selection and implementation project management.
Earlier, Robin was an executive with over 22 years experience in the wireless telecommunications industry, including over 13 years in Asia-Pacific. His career traverses leadership roles in research and development, systems engineering, software engineering management, network deployment/support, product management, marketing, customer and partner training, business development and consultative sales.
He is also an experienced quality management (6-sigma, QFD, SEI-CMM) and organizational change (BPM) practitioner. Prior to his period in Asia-Pacific, Robin worked in the United States and has done projects across North America and in Latin America, Europe and the Middle East.
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Executive Vice President – Strategy
A Futurist with a passion for innovation with emerging technologies, incubating new ideas, building a supporting ecosystem and steering proof of concepts to production. I write about today’s innovations created from past experience that are shaping the future.
I am also a versatile Senior Manager with more than 18 years of experience including 8 years in IT consulting. Excellent general management and team leadership skills developed working internationally (Europe, US and Asia Pacific). Experienced change program / line / product manger. Proven ability to create vision, set direction, mobilize resources & manage risk effectively to consistently realize positive outcomes. Culturally & politically sensitive whilst successfully operating at Board level.
Product / Program Management
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Board Advisor and Non-Executive Director
Roger is a highly experienced Financial Services Change Specialist with a background in process optimisation and customer-oriented solution development in relation to Payments, Cash & Treasury Management, Trade & Supply Chain, Electronic Commerce and Market Trading. Before that he spent 30 years as an international banker with senior roles at HSBC, Chemical Bank and Standard Chartered. These tenures led to directorships of SWIFT (UK) and Bolero.net.
He is a skilled ‘translator’ between customers/clients & product/service providers facilitating & optimising the interaction between business & relationship management, sales/ operational/ product management & technologists.
UK Representative G40 (CLS), Member of the SWIFT Trade Services Working Group & high profile promoter, facilitator, supporter & manager of various market-changing electronic banking & commerce initiatives.
An effective Vendor/Partner manager & successful developer of client-need oriented business solutions bringing together business, operational & technology partners to deliver effective products/services. Valuable experience as both a buyer and a vendor of solutions & involvement in banking sector initiatives has supported a wide contact network with ‘market’ credibility and open access. All this is supported by a further background in Marketing – previously a member of the Marketing Group of Great Britain.
Roger has vast direct business, development, sales, relationship management consulting and teaching experience across Asia & Pacific, Europe and North American regions involving solutions and deliverables for Banks, Non-Bank Financial Institutions, Corporate, Technology & Service Providers. An experienced seminar, conference presenter at high profile events run by SWIFT, TMA, USCIB/AFP etc and developer/deliverer of knowledge transfer materials in the banking, corporate & technology sectors. A frequent contributor to financial sector oriented publications and speaker and commercial conferences.
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Board Advisor and Non-Executive Director
Partner for NextTen Australia and a Senior Management Consultant for The Frame Group, Jason is a highly experienced change consultant, trainer and coach with substantial business process and operational improvement experience. As a process change thought leader he is qualified trainer in numerous methodologies including Certified Process Manager,Jason-Edlin Certified Process Master and previously Certified Process Professional Master. A Six Sigma Black belt, Jason is competent in a range of process modelling software and techniques including ARIS and BPMN.
With a strong Financial Services background in credit, banking, wealth and insurance, Jason also has extensive experience across government ( Health, Education, Defence), and in the corporate sector and has consulting expertise in Business Process Management, Transformation and Integration and the application of Customer Centric/ Outside-In methodologies across a variety of corporate, local and federal government entities.
Jason is passionate about enhancing the customer experience to drive process change, reduce costs and improve revenue. His varied multi-industry background is key to bringing together best practice innovation from other markets as well as driving next practice thinking to create market leadership.
Specialties: Business Process Change, Customer Centric thinking, Customer Journeys, Customer Experience Mapping, Change Management, Business Transformation, Facilitation, Training, Coaching and General business management.
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