Dr. Osman Khan, has over a decade 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). Currently he is working as the Director of MBA Programs at the Royal Docks Business School, at the University of East London. He has recently published three books on CEM, and Customer Loyalty at the European Center for Best Practice Management. He is also on the Judging panel for the Customer Experience Award, 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.

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