David Ribott, Ed.D. (ABD), MCC

Founder of Ribott Partners | Board & Leadership Advisor | CEO Coach | Author & Speaker

From the South Bronx to the boardrooms of the Middle East, David Ribott has forged a path as a trusted advisor to purpose-driven CEOs and boards who aim to unlock long-term value, preserve legacy, and lead with integrity. With over two decades of experience guiding leadership teams across EMEA and APAC, David blends behavioral insight, governance expertise, and performance coaching into a unique framework that has redefined executive leadership for the modern age.

David founded Ribott Partners in 2015 to advise the boards and management teams of multinational corporations, family enterprises, and government institutions on leadership development, assessment and succession planning, and complex organizational transformation. His achievements include guiding more than a dozen first-time CEOs through the onboarding process to transition successfully into their new roles as heads of their enterprises, helping CXOs at ACWA Power lead the transition from pre-IPO to IPO stage to become one of the largest listings in MENA, and providing M&A executive assessment support for the largest and third largest(to the board of?) banks giants and family businesses.

An athlete turned leadership strategist, David’s early discipline in American football formed the foundation of his executive coaching program where he applies his signature Corporate Athlete Approach to coach CEOs like elite athletes for peak performance, resilience, and clarity under pressure. David has worked with organizations like Majid Al Futtaim, Boehringer Ingelheim, and Emirates Global Aluminum to help develop senior leaders to be able to manage the pace of change and complexity while having the ability to drive results through others. He worked closely with them to create a culture of high performance within their teams, and build capability in their organizations.

When he’s not in the boardroom or coaching C-suite leaders, David is contributing to global business forums as both a facilitator and speaker, advocating for governance innovation, and mentoring the leaders from family busineses, aviation, financial services, government, pharma, and construction who will shape tomorrow’s world.

David is an accredited board director and mediator, and a Master Certified Coach. David holds a Master’s degree in Socio-linguists and is also a certified strengths coach and assessor of leadership potential.

He was born in Spanish Harlem, raised in the South Bronx, and has been living in Abu Dhabi for the past 17 years. David’s favorite person is his 10 year old son, Leo.

Author | Founder | Podcast Host | Keynote Speaker I Revenue Builder | Data for Good

Thought leader and subject matter expert, particularly in mindset and high performance. Author and producer of MindzenXV—an integrated performance improvement mindset program—proven to fast-track performance by 10% and provide approximately four hours of discretionary time (in a business context).

Worked with elite sports teams as a mindset and EQ coach for the Australian National Soccer Team, including during the World Cup in Qatar, as well as Olympic teams, professional basketball, and cricket teams.

Senior consultancy experience with EY and Deloitte in performance improvement and strategy within the health sector in the UK and Oceania.

Senior executive and board roles, including a decade as Managing Director/Business Leader for The Wiggles Pty Ltd, overseeing global TV, media rights, and live entertainment.

General Manager at Standards Australia for five years, leading strategy, cultural change, and international standardisation efforts.

Developer and producer of education programs in leadership, positive psychology, change, and mindset for executives, doctors, teachers, coaches, and teenagers—ranging from short courses to postgraduate MBA programs (Honorary Professor at two major universities).

Writer, director, and producer of three major TV series in Australia and New Zealand focused on relationships and communication between parents and teenagers.

Developed and written multimedia education programs utilising virtual reality solutions for accelerated learning.

Advisor to major corporations across various sectors, particularly in relation to culture change, leadership, and teamwork.

Began career in health within the UK NHS, including roles at Barts and King’s Hospitals in London.

Doctorate dissertation on "Examining a Sports Mindset Program's Impact on Executive Performance in Two Global Organisations." MindzenXV (Conway, 2023) was the mindset program executives completed as part of the research.

Holds a first degree and MBA, along with professional qualifications in health services management and clinical strategic psychotherapy, with professional memberships in human resources management, positive psychology, and behavioural medicine.

For over 30 years, my passion for helping companies and people succeed has driven me. Through executive coaching, training programs, keynote speeches, and strategy consulting, I've assisted organizations worldwide, ranging from startups to the Fortune 10. My approach focuses on transforming complex business concepts into simple, practical solutions. I deliver tangible results that help my clients achieve their goals and achieve long-term success. I am also the author of "Awesomely Simple – Essential Business Strategies for Turning Ideas into Action" and "Excellence by Design – Leadership."

Background
At 26, I was the CEO of an international Rockefeller foundation, overseeing projects in 20 countries. Two years later Inc. Magazine named me one of America’s Up-and-Coming Young Business Leaders. More than a dozen organizations have recognized me as one of the world's top business experts. The American Management Association named me one of America's Top 50 Leaders to Watch, along with Sergey Brin and Larry Page of Google and Jeff Bezos of Amazon. The prestigious Thinkers50, the definitive global ranking of management thinkers, shortlisted me as one of the top eight in the World for their Distinguished Achievement Award. Thinkers 360 placed me on the Power List of the 200 Biggest Voices in Leadership. Others on the list include Simon Sinek, Gary Vaynerchuk, Adam Grant, and Marshall Goldsmith.

Services
As an executive coach, I work closely with you to enhance your skills in strategy, culture, high-performance teams, and other critical business topics. With my experience as CEO of four companies and a global business consultant, I bring real-life solutions to help you achieve sustainable results.

As a training facilitator and keynote speaker, I'm an expert at making complicated business topics easy to understand. Every program I deliver is custom-tailored to meet your specific needs. My presentations are fast-paced, highly engaging, content-rich, and deliver ideas and tools that can be implemented immediately.

As your strategy partner, I will help sharpen your strategic thinking and guide you through the process of identifying a set of core strategies that will serve as the foundation for your team's creation of a strategic blueprint designed to increase market share, revenues, and profitability.

Barbara Vercruysse: Global Kindness Advocate, Thought Leader, Leadership Mentor, Business Consultant in Quality Management & Operational Excellence, Public Speaker and Bestselling Author.

Barbara Vercruysse is an inspiring figure in the realm of leadership, recognized for her dedication to fostering kindness in both individuals and organizations. Surviving stage 4 skin cancer and navigating a near-bankruptcy ignited her passion for making a lasting, positive impact. She champions a leadership style rooted in kindness, believing it is essential for creating balanced, humane workplaces and for addressing the global challenges we face today.

With over 30 years of professional experience, Barbara is a seasoned entrepreneur, consultant, and mentor, specializing in resilience and operational excellence. Currently, she works as the Quality Officer and Operational Excellence Lead at a BMW dealership group, where she enhances business processes, nurtures talent, and promotes an empowering work environment.

Through her "Empowerment & Kindness Institute," Barbara provides mentorship and consulting services to inspire leadership that balances efficiency with empathy. Her insights are informed by a deep understanding of human behavior and a genuine care for her clients' well-being.

As President of Professional Women International (PWI) in Brussels, part of the PWN Global network, Barbara plays a pivotal role in empowering women to achieve professional success and advocating for gender-balanced leadership. Guided by values of respect, courage, collaboration, excellence, and inclusiveness, she leads initiatives that equip women with the tools to thrive in business and society.

Barbara also serves as Head of Communication at the European-Indian Chamber of Commerce and Industry (EUICCI), where she applies her expertise in communications to strengthen partnerships and foster international collaboration.

A prolific public speaker, Barbara has delivered talks worldwide, including for Girl Up, a United Nations Foundation initiative; Microsoft's Soft Skills Community; Harvard University; and the World Young Scientist Summit (WYSS). She passionately advocates for “Leading with Powerful Kindness,” a philosophy she views as vital to personal and professional success.

Barbara is the bestselling author of The Path of Powerful Kindness, a transformative book that has resonated with readers worldwide. In this inspiring work, she shares her vision of kindness as a powerful leadership tool and a transformative force for individuals and organizations. Drawing from her personal journey and professional expertise, the book offers actionable insights on fostering compassion, resilience, and purpose-driven leadership in today’s complex world. The Path of Powerful Kindness has been praised for its profound yet practical wisdom, empowering readers to lead with authenticity and grace.

Barbara’s passions include reading, painting, travel, the arts, and meaningful conversations. She sets a yearly goal of reading 50 books, reflecting her lifelong commitment to personal growth. She has shared her insights in major publications like the Huffington Post and Thrive Global and reaches millions through her weekly Inspirational Talks across social platforms.

Venkatesh Rajamani has several years of experience delivering working software in short, feedback-driven cycles. He has helped organizations adopt agile software delivery practices, including large banking, payments, telecom, and product organisations. He started his career as a Software Engineer and spent several years as a hard-core Programmer. He has worked with large software delivery organisations like HP, IBM, Logica, Paypal, Ericsson, and RBS. He founded tryScrum.com in 2018 to execute his mission of Humanizing Organizations. Venkatesh is fluent in 4 languages. He is based in Chennai, India and sets the overall direction for tryScrum. He is the world's first to hold together CST, CEC, CTC, PST, PKT, Path to CSP Educator, CAL-Educator and ACS-Educator. He loves reading books, travelling and public speaking. Venkatesh received his B.E. from Anna University in Chennai and his MBA from the University of Madras. He is a PhD scholar at the Girne American University.

Nir Megnazi is a leadership development expert and executive coach helping senior tech leaders drive retention, employee engagement, and influence. As co-creator of Intel’s flagship coaching program—recognized with the ICF Prism Award—his work contributed to over $1B in operating margin gains, $40M in retention cost savings, and 76% of employees of program participants reported increased frequency of desired leadership behaviors. A dynamic keynote speaker, Nir shows how expanding emotional capacity is the catalyst for deeper engagement and accelerated business results—especially in fast-paced, high-stakes, and chaotic environments.

Global Credibility Expert Mitchell Levy is a 2x TEDx speaker, an international bestselling author of over 60 books, a Certified Stakeholder Centered Coach, and an executive coach at Marshall Goldsmith’s 100 Coaches.

As an Executive Coach, Mitchell is a sounding board, a thinking partner, and someone who can hold the mirror to generate insights for personal change. This impact has earned him a place among the world’s Top 200 Leadership Voices by LeadersHum, and as the #1 Thought Leader in Ecosystems and Top 100 Thought Leader Overall by Thinkers360.

He’s an accomplished Entrepreneur who has created twenty businesses in Silicon Valley including four publishing companies that have published over 750 books. He’s provided strategic consulting to hundreds of companies and has been the chairman of a board of a NASDAQ-listed company.

Mindy Gibbins-Klein MBA FPSA CVP is an international speaker and executive coach who supports leaders and founders to raise their profile and leave a legacy by becoming thought leaders and thoughtful leaders. She has founded three multinational brands which have won and been shortlisted for 18 awards.

Mindy has authored and co-authored 14 books, and her clients have written and published over 1000 books and hundreds of thought-leading articles.

Over the past 25 years, Mindy has presented to and coached over 50,000 business executives and entrepreneurs in 18 countries. Her TEDx talk “Sometimes You Need to Change Yourself to Be Yourself” has had nearly one million views. Mindy has been featured over 100 times in the media, and her work has been licensed and syndicated across the globe.

Her social impact project Giving 1 Percent aims to raise awareness of individual regular charitable giving, and has an ambitious goal of reclaiming the $600 Billion in lost donations due to the pandemic and economic situation.

A fluent Spanish speaker with a very good level of French, she has presented and coached clients in those languages as well as English. A native New Yorker, Mindy currently resides near London in the UK with her long-suffering husband who is secretly proud of her entrepreneurial spirit.

Book Mindy to Speak at Your Event: www.MindyGK.com

Giving 1 Percent: www.Giving1Percent.com

All other platforms and links: http://linktr.ee/MindyGK

Workforce Futurist
Future of Work Expert | Consultant | Executive Coach | Corporate Trainer| Speaker | Author | Lecturer
Dr. Terri Horton is a workforce futurist and founder of FuturePath, LLC. She is a future of work expert. Her expertise sits at the intersection of the future of work, artificial intelligence, and the impact on business and people strategies. She is a consultant, corporate trainer, futurist coach, international speaker, and author that delivers high-impact and future-focused strategies and solutions for organizations, business professionals, and entrepreneurs. Her superpower is her unique ability to synthesize her combined background in corporate strategy, futuring and foresight, learning and organizational development, brand strategy, and higher education to deliver insights and results for clients to succeed in the accelerated unfolding of the future work.

Dr. Horton works with organizations to humanize the workplace by improving culture, worker experience, engagement, developing future-focused and emotionally intelligent leaders and teams, crafting future-focused learning and reskilling strategies, and using artificial intelligence and data ethically and responsibly. She coaches business professionals and entrepreneurs to think, act and perform like futurists, to design their futures with purpose and intention, grounded in foresight, resilience, hyper-relevancy, audacious boldness, and a commitment to unapologetically thriving on their terms.

Dr. Horton is a widely recognized thought leader on the future of work, an international speaker, and a subject-matter expert with two global research consultancies. She was included in the Onalytica 2022 Who’s Who in the Future of Work as a key opinion leader and expert with high credibility and authority. She has provided strategic insights for the Pew Research Center, Forbes, the Obama Foundation Scholars Program, and one of the largest community college districts in the United States. She is an advisory board member for the global Artificial Intelligence Forum and the MIT Global Technology Review Panel. Dr. Horton’s prior experience includes marketing and advertising leadership and executive roles with global media organizations and administrative roles in higher education. She is a TEDx speaker and the author of the 2021 book, Force Majeure: A Futurist’s Guide to Boldly Thriving on Your Terms in Future of Work, available on Amazon.

Dr. Horton holds a doctorate in education focused on organizational change and leadership from the University of Southern California. Her research focused on the future of work, artificial intelligence, and the skills gap crisis. She holds a Master of Arts in organizational management, an MBA with a concentration in marketing, micro-credentials in AI business strategy from Massachusetts Institute of Technology, data analytics and human resources from Cornell University, and training in futures studies from the Institute of the Future. She is a Workhuman® Certified Professional, EQ-i 2.0/EQ360 certified to assess, coach, and train leaders on emotional intelligence, holds SHRM-CP, PHR, and SWP human resource industry credentials. Dr. Horton is also an instructor in the University of California and California State University systems and a course facilitator at Cornell University.

Dr. Horton is available for keynote speaking, consulting, executive coaching, corporate training, live and virtual events, board presentations, workshops, seminars, podcasts, book clubs, panels, and guest lecturing. Book Dr. Horton at www.DrTerriHorton.com Email: DrTerri@DrTerriHorton.com
Stay informed or join the discussion:
Follow @DrTerriFuturist on Twitter

As an award-winning executive coach, enterprise transformation leader, independent director, author, and strategy & value management consultant, I help organizations and leaders unlock their full potential—aligning purpose with performance to create lasting impact.

With a proven track record of leading complex transformations across industries, I partner with boards, CXOs, and leadership teams to navigate disruption, accelerate growth, and build future-ready capabilities. My approach blends strategic insight, systems thinking, and human-centered leadership development, enabling clients to evolve with agility, clarity, and confidence.

In every engagement, I bring
? Deep expertise in enterprise architecture and business model innovation
? Boardroom experience with a focus on governance, risk, and value creation
? A coaching philosophy rooted in purpose, presence, and performance
? Hands-on facilitation of leadership development programs and strategic offsites
? A consultative mindset to design and deliver value-driven transformation strategies

Whether I’m guiding a CEO through critical inflection points, helping a team turn conflict into collaboration, or advising on strategic alignment in boardrooms, my mission is the same: to help Organizations Rethink, Reframe and Realise Value and Empower Leaders to Lead with Clarity, Courage, and Purpose.

???? Let’s connect if you’re passionate about building resilient organizations, enabling exceptional leadership, and creating enduring value.

Strategic Risk Leader | Advisor | Author | Speaker | Board Chair & NED

Julien Haye is a strategic risk leader and trusted board advisor with over 26 years of experience in financial services and purpose-driven organisations. He is the Managing Director of Aevitium LTD, where he helps boards and executives embed risk as a driver of strategy, culture, and sustainable performance.

Julien’s expertise spans enterprise risk management, governance frameworks, operational resilience, and regulatory readiness, with a strong focus on building high-integrity control environments and cultures of psychological safety. He has supported global institutions, fintech scale-ups, and non-profits, combining regulatory insight with behavioural science to deliver practical transformation.

He is the author of The Risk Within, host of the CPD-accredited RiskMasters podcast, and creator of the Risk Governance Principles Library. A regular keynote speaker and industry contributor, Julien influences the debate on risk, compliance, and ethical leadership through conferences, advisory boards, and thought leadership platforms.

As an independent chair and trustee, Julien brings governance expertise to organisations in financial services, housing, and the non-profit sector, ensuring resilient strategies and accountable decision-making.

KON APOSTOLOPOULOS is the founder and CEO of Fresh Biz Solutions, LLC, a human capital management consultancy, which provides performance improvement and training solutions to help organizations develop their people, improve business results, and reap the benefits of a comprehensive talent management strategy. He is also the co-author of “7 Keys to Navigating a Crisis. A Practical Guide for Emotionally Dealing with Pandemics & Other Disasters” and a founding partner of the Global Institute for Thought Leadership.

As a speaker and expert in performance improvement and change leadership, Kon has delivered hundreds of workshops and corporate events for leaders in North America and Europe, sharing fresh ideas and best practices that engage his audiences and empower participants to take the next bold step forward in their professional and personal lives. Transitioning from a successful career in the performing arts, primarily on stage and television, to the business world, he brings a strong reputation for doing things the right way. Drawing on his multicultural experience, he can synthesize diverse perspectives to create positive change for clients.

Leveraging his strong interpersonal skills, Kon is a facilitator of results – a connector of dots, a conduit, a catalyst – who makes things happen. Not afraid to ask the tough questions, he brings an open mind, a keen ear, and a strong commitment to excellence. He becomes a trusted partner to business leaders and stakeholders at all levels, delivering tailored solutions that typically exceed their expectations, improve organizational performance, and increase profitability. He brings proven success in projects of all sizes, enabling clients to capitalize on growth opportunities, maximize return on their spend, and reduce costs.

Through the explorative process of guided discovery, Kon moves clients to new areas of realization and self-awareness. In creating an environment of trust, he challenges his clients to go beyond conventional thought and their own self-limiting beliefs to create new possibilities. This work, in combination with the prioritization of what matters most, positive reinforcement, and effective goalsetting lay the foundation for empowerment and accountability.

When not coaching business leaders, Kon gives back to his community by coaching young soccer players in local, state, and Olympic Development Programs. This has earned him the name “Coach Kon” as he has helped hundreds of student athletes develop life skills through their participation in sports.

Dinesh Thangaraju is a senior technology leader and certified Chief Data Officer with 15+ years building and scaling enterprise data and analytics platforms across global teams. He has led large engineering organizations at AWS to architect secure, self service data ecosystems, drive multi year transformations that eliminated silos and improved time to insight, and deliver material cost efficiencies and adoption growth across hundreds of product teams worldwide.

He holds executive credentials from Stanford GSB (LEAD Corporate Innovation) and Carnegie Mellon University (Chief Data Officer), an MS in Computer Science from UNC Charlotte, and a BE in Computer Science from Anna University. Dinesh is the inventor on US Patent 11,789,911 B1 (scalable granular database permissions) and US Patent 11,899,806 B1 (unified data catalog and permissions framework), reflecting his focus on secure, scalable data architectures that advance enterprise analytics and governance.

An evangelist for creating a customer-first culture, Ms. Carroll solves the communication and operational gap between employee engagement and successful customer relationships—the catalyst for organizational and financial success.

With over 30 years of experience as a senior executive in the technology industry, she has served as the Chief Experience Officer for multiple organizations, was VP of Customer Success for TenFour IT, and had a noteworthy tenure at the United States Golf Association, culminating in the role of Managing Director for Information Technology/CIO.

Currently she is the Managing Partner and CXO of JCXStrategies, offering Speaking, Workshops, and Leadership consulting focused on engagement methodologies that position organizations for long-term growth and impact.

A speaker on the topics of customer and employee engagement, team culture, and digital transformation, she has been published in CIOInsight and BizTech magazine, among others, and is a contributing author to the book, Digital Transformation Demystified, in which she discusses customer and employee engagement practices.

Innovation broker. Recognizing opportunities that link tech, ideas, and people through networking.

I regularly collaborate with Siemens and I'm a member of their Influencer / Challengers program. Design thinking with a work out loud approach to social media and business networking.

Passionate about Digital Inclusion, Social Media Engagement, Diversity, Future of Work, and Social Business.

Leading social media influencer on Digital Transformation, Accessibility and Digital Inclusion, Future of Work, Augmented Reality, Connected Home, and Security.
Source: Onalytica Reports.
I provide digital consultancy across the different sectors of the organization specializing in Business Intelligence, Customer Experience, Social Business, Social Media Analytics, and Profiles.

Extensive experience with Global Organisations, social enterprise technology, digital transformation, and transition projects, building teams in multicultural work environments around the world, to achieve high levels of performance, customer satisfaction.

Key factors to stay relevant in the modern workplace:
Stay flexible, adapt to change, develop your skills, appreciate diversity, keep up-to-date, brand yourself, make connections, be on the vanguard and follow your passion

Has social entrepreneur, I co-founded six startups. My current projects include the Internet of Things, Coworking, Accessibility, and Digital Inclusion.

LinkedIn Training | Twitter Training | Social Selling Training | Social Media Training | Sales Enablement | Sales Training | Analytics Training |Lead Generation

I will change my profile picture back to color if the LinkedIn iOS App ever becomes fully accessible for people with disabilities by supporting dynamic type.
Enabling text enlargement to enhance readability is a key factor to support the needs of the visually impaired and way to help them to take advantage of social media, to learn, network and find a job.
285 million people in the world with vision impairments.

Marie-Claire Ross, BA (Hons) is a speaker, facilitator and mentor. She works with leaders and teams to build trusted, thriving team cultures that increase engagement, team credibility and retain great talent. Marie-Claire works with companies around the world such as Qantas, PETRONAS, the Australian Tax Office, Hamad Medical Corporation (Doha) and Novartis. She is also the author of Trusted to Thrive: How leaders create connected and accountable teams and Transform your safety communication. Marie-Claire is on the SME committee for Australian Institute of Company Directors and is also a fellow of The CEO Institute.

Morag Barrett is a catalyst for organizational transformation, uniting the power of people and relationships to drive exceptional results. With a heart for connecting the human touch to business strategies, Morag, along with her team, designs and facilitates engaging (and fun) leadership development programs. These programs aren't just stand-alone events—they become an integral part of how teams operate, thrive, and triumph, together.

With a rich background in finance, senior leadership development, and more than 25 years of global leadership development, Morag real-world insights are invaluable. To date, she has enriched more than 20,000 leaders from 20 countries, and six continents.

Organizations consistently trust Morag’s expertise when they need to design high-impact leadership programs that:
-- Foster a culture of connection, driving results and elevating collaboration and teamwork.
-- Establish a shared mindset and common language, defining the essential qualities needed for leader and manager success within the organization.
-- Cultivates a dynamic community where leaders are continuous learners, forming strong relationships and a vibrant network that champions peer coaching.
-- Boosts vital leadership capabilities at all levels, aligned with the organization’s strategic objectives and growth initiatives.

With an understanding that one size does not fit all every program Morag and SkyeTeam design is tailored and white labelled for your organization. From virtual to in-person workshops, individual assessments, action learning sessions, personalized and group coaching, to an innovative app-based leadership challenge and beyond, each element is woven with your company’s unique language and culture. The outcome? The perfect blueprint for success.

Morag Barrett is more than a seasoned coach; she is an adept facilitator and compelling speaker, renowned for crafting transformative programs and guiding sessions with unparalleled efficacy. While she is a certified coach with Marshall Goldsmith Stakeholder Centered Coaching® and an alumnus of the Corporate Coach University, it is her powerful blend of program design and facilitation skills that truly distinguishes her.

Morag holds a master's degree in human resource management from De Montfort University, UK. Beyond her educational and professional accolades, she’s an award-winning author of three pivotal books: Cultivate: The Power of Winning Relationships, The Future-Proof Workplace, and You, Me, We: Why we all need a friend at work (and how to show up as one!).

If that hasn’t tired you out, she’s also the proud mother to three 6ft sons, and a classical musician. When not at work you’ll find Morag playing the bassoon, ballroom dancing, or travelling (not all at the same time).

Transformative and Cross-functional Business leader, technology enthusiast, Disruptive thinker and Diversity & Inclusion Champion. Dares to dream and believes dreams come true with self-belief and efforts.

I’ve helped redefine how service management is framed in organizations, moving away from a narrow focus on processes and tools toward a more strategic, business?aligned view. I consistently emphasize that ITSM should be seen as a business enabler, not just an IT function, and that service leaders must speak the language of the business (outcomes, risk, value) rather than “IT?speak.” I’ve challenged outdated ITSM myths, such as the idea that more metrics always equal better control, or that rigid adherence to frameworks is more important than solving real business problems.
As a leading voice in bringing experience management (employee experience / EX and customer experience / CX) into the ITSM and service desk world, I’ve argued that IT is not just a back?office function; it directly shapes how employees and customers experience the organization, and therefore IT leaders must think like experience leaders.

"He is a writer, analyst, speaker and top influencer in the service industry. His speciality is exploring the connection between customer service and technology, with extensive experience in the IT and technology industries." - Miller Heiman Group