About Doug Leather
Doug is a leading expert in client/customer management working globally with large blue-chip organisations.
He is best described as a customer management evangelist/activist/futurologist as a result of his intense passion, broad multi-industry and multi-country insights into customer management capability understanding, best practice application, customer experience, business models and business performance improvement. The primary focus of his client work today is in helping people in businesses think and work differently together and to understand the importance of customer asset management, assessing the maturity of customer management capability and then conceiving, planning, developing/repairing, driving and measuring customer centric strategy and execution for the 21st Century Organisation.
His background is diverse and varied with engineering and commercial experience. He is a Wharton Business School Alumnus and author of the highly acclaimed “The Customer Centric Blueprint“.
He chairs the South African Chapter of The Customer Council, a senior learning forum targeted at senior executives who are accountable for customer management strategy and execution. He’s an international speaker, developing customised talks dealing with the broad topic of client/customer-centric business model innovation, and is a founding member of PSASA (Professional Speakers Association of South Africa).
He has held, or currently holds, advisory council status with US based CustomerThink Corp, China based GCEM and Sacsi (South African Consumer Satisfaction Index). He is a member of Institute of Directors (IODSA), Customer Experience Professional Association (CxPA) and a member of the Futureworld Guru network. He is a board member of Wharton Club of Africa, responsible for Corporate Partnerships.
An adrenalin junky – from roller coaster rides at Disney to skydiving – he is an active and passionate triathlete whilst making time in addition, for spearfishing, water-skiing, golf and tennis. He is an avid reader with an insatiable appetite for good champagne and hence, never has any.
Most Popular Talks
Customer-Centricity: Do you REALLY get it?
Business model innovation and customer centricity are “must have” strategic imperatives for 21st century organisations.
In our world undergoing rapid transformation, customers are stepping into their power and making demands the likes of which have never been seen before. To build sustainable competitive advantage and to lead a superior organisation requires a new approach – placing your customer at the very heart of everything you do, implementing a customer centric business model and boldly leading your organisation through the transformational journey required. In this compelling keynote business advisor and keynote speaker Doug Leather explains what to do.
Insights from Silicon Valley: The Next Big Thing
Organisational culture and operational insights, observations and learnings gathered from on-site visits to best of breed Silicon Valley organisations – Google, Facebook, Samsung R&D, Genentech, Cisco and Akuda Labs.