Chief Analytics Officer
How Big Data Changes Service
UPS International, Inc.
Going Beyond Service – Delivering Value
University Distinguished Professor
Texas A&M University
Learning from Healthcare
Senior VP, Customer Experience Design
Designing Customer Experience at Scale: Challenges and Opportunities
Professor of Service Management
Monterrey Institute of Technology (ITESM)
Service Research at the Base of the Pyramid
Professor of Marketing
Arizona State University
Service Timing: Now or Later?