Customer Experience future trends & insights

THE AUTHORS

	Colin Shaw		Qaalfa Dibeehi		Steven Walden
COLIN SHAW is the CEO and Founding Partner of Beyond Philosophy. His background encompasses more than 20 years of working with some of the world’s largest organizations culminating in his role as SVP of Customer Experience. As a sought after speaker, consultant, and executive coach, Colin has a very interactive style that uses thought provoking questions, humor and real life anecdotes. He is the author of three best-selling books on Customer Experience.		QAALFA DIBEEHI is the Chief Operating and Consulting Officer with Beyond Philosophy and has earned Master’s Degrees in International Business and Management, Statistics, Psychology, and Health Administration. He has won awards as a university professor and has 18 years of senior level expertise in the Customer Experience. Qaalfa is an experienced keynote speaker, and has been published in a variety of white papers, magazine and journal articles.		STEVEN WALDEN has a Masters in Strategic Marketing focusing on segmentation methodologies and is Beyond Philosophy's Senior Head of Research and Consulting. With strong links to several leading business schools and 14 years of consulting expertise, Steven is a recognized expert in understanding how to use the emotions and the subconscious mind of clients and consumers to generate value and the application of value-in-use to experience.

Colin Shaw

Colin Shaw is the Founder & CEO of Beyond Philosophy®, the world’s Though Leaders in Customer Experience.
Colin is a successful International author of three best-selling books Building Great Customer Experiences (2002); Revolutionize Your Customer Experience (2004) and The DNA of Customer Experience: How Emotions Drive Value (2007) and a fourth Customer Experience: Future Trends & Insights launched in September 2010. Publishers, Palgrave McMillian.
He has spent over twenty years working in blue chip organisations, in many different functions including Sales, Marketing, Training and Customer Service. His corporate career culminated in his appointment as Senior Vice President of Customer Experience, for one of the world’s largest companies where he led 3,500 people across the globe.
In foreseeing the emergence of ‘Customer Experience’ as new market, Colin left the security of corporate world to establish Beyond Philosophy consultancy, research and training company solely focussed on the Customer Experience in 2002. He started working from home and has built Beyond Philosophy to what it is today; recognised as ‘Thought Leaders’ in Customer Experience with offices in London, England; Atlanta, USA and partners in Europe and Asia.
Beyond Philosophy are proud to have worked many of the world’s largest organisations, including American Express, Microsoft, IBM, Aviva, Royal Bank of Scotland and Allianz to name just a few.

Colin knows what makes businesses tick. He understands the importance of theories and strategy, but ultimately knows it’s about ‘getting things done’. Colin practical approach, born from his operational background, is highly valued by clients.
Owing to his expertise, Colin has appeared as a commentator many times on TV, including CNN and the BBC. He is a sought-after and accomplished public speaker, delivering thought provoking key-note speeches around the globe. He is a member of the National Speakers Association.

Qaalfa Dibeehi

Qaalfa Dibeehi, is Chief Operating and Consulting Officer at Beyond Philosophy. He has 18 years senior level experience in the customer strategy space in the US, Europe and Asia. He is a previous award winning professor and an experienced public speaker. He can periodically be found on TV (Sky News, BBC, ITN) commenting on topical business issues as seen through the customer experience lens.

He is particularly interested in the special problems and sensitivities of organisations that have a dual commercial and social/community responsibility. His focus is on the business implications (as opposed to the positive psychology) of customer experience, especially the overlooked impact of our subconscious, emotional and neuro- experience on business value. He prefers to get in there and mix it up with the tough but necessary decisions managers and executives have to make in order to make customer experience a reality.

Qaalfa is able to draw on best practice from a wide variety fields and sectors based on his personal experiences. His previous experience includes senior roles at Fulcrum Analytics where he was Director of their Consumer and Strategy consulting practices in New York and London , respectively. He was managing consultant at Round, the customer centricity firm, where he helped develop an assessment tool that eventually won the 2003 CRM Innovation of the Year award. He has also run two specialist consultancies: Jacques Quant Partners which focused on NYC’s design (fashion and architecture) sector and Counterpoint3, a London based strategic CRM partnership. He has held strategic planning and analysis roles with Schering-Plough Pharmaceuticals and Citibank. In the early 1990s Qaalfa worked for the City of New York where he was responsible for medical, physical and psychological occupational health standards.

Qaalfa has a broad-based but deep education with four Masters degrees. He has an MBA (international business and management) from New York University and Masters degrees in Statistics, Psychology and Health Administration from the City University of New York. He graduated with departmental distinction in Psychobiology from the State University of New York.

True to his nomadic trans-Saharan ancestry, Qaalfa is a world traveller and has lived and worked in the three of the world's great cities (NYC, London , and Tokyo ). He would have been recruited for professional basketball were it not for his lack of talent.

Steven Walden

With 14 years Management Consultancy experience focused on consumer and client facing research and insights, Steven Walden is Beyond Philosophy's Senior Head of Research and Consulting. Prior to working at Beyond Philosophy he worked at several major consulting organizations both agency side advising on B2C and B2B market strategies for many blue-chip clients (e.g., Gartner) and internal to clients (e.g., Royal Mail).

Steven has a Masters in Strategic Marketing with Customer Market Research focusing on segmentation methodologies. With an interest in understanding the emotional and subconscious side of Customer Experience, Steven has been instrumental in developing groundbreaking methodologies such as Emotional Signature®. Through co-authoring the next Beyond Philosophy book on Customer Experience Management he has extended Customer Experience into areas of Psychology, introducing new tools and techniques and extending existing practices.

With strong links to several leading business schools, speaking at several leading Experience events, Steven bridges the gap between academic thinking and the practical application of Customer Experience Management.
Steven is a leading expert on the use of Psychology in Customer Experience Management and is a recognized expert in understanding how to use the emotions and subconscious mind of clients and consumers to generate value and the application of value-in-use to experience. He also has a particular interest in the areas of employee engagement and developing the right culture, one that embeds customer centricity into the organization.