Qaalfa is a vice president and principal consultant serving Customer Experience Professionals. Qaalfa leads the Customer Experience consulting practice in Europe, the Middle East, and Africa (EMEA). He has authored two books on customer experience: Customer Experience: Future Trends and Insights and Achieving Customer Experience Excellence. Until recently Qaalfa was the chief consulting officer of Beyond Philosophy, a boutique customer experience consultancy. Prior to that he was managing consultant with Round, a strategy firm that he helped win the CRM Innovation of the Year award. He has also been director of Internet strategies and consumer practices at Fulcrum Analytics, a strategic CRM and marketing firm. Earlier in his career, Qaalfa held senior roles with Schering-Plough Pharmaceuticals, Citibank, and the City of New York, where his team oversaw medical, physical, and psychological occupational health standards. In addition to being an award-winning professor, he is a regular conference presenter.
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