Phil Dourado
Phil Dourado is an analyst, author, leadership speaker and consultant who has developed a deep expertise within two related areas: the Customer Experience and Organisational Leadership. In particular, he brings invaluable expertise to one of the most essential ingredients of customer experience implementation – communication – where he has played a key role in advising and supporting leaders in internal and external communication.
His marketing columns in the Independent and Business Age, and his articles in Marketing, Marketing Week and the Daily Telegraph through the 1990s helped define the evolution of tactical customer service into strategic customer experience management.
Phil was Editor of Customer Management Journal in the UK and founding Editor of its US sister title Customer Service Management Journal. In 2001 he became a Director of The Inspired Leaders Network, where he spent five years researching and defining great leadership, including contributing to research work into inspirational leadership for the UK government, plus creating and running leadership development programmes.
Phil’s research includes interviewing some of the world’s leading business thinkers and practitioners for their insights on customer-focussed strategy and leadership, including Michael Porter, Gary Hamel, Fred Reichheld, Ricardo Semler, Warren Bennis, Don Peppers, Martha Rogers and others.
He is the author of two books on leadership, published by Capstone / John Wiley & Sons in 2005 and 2007. He holds an Honours degree in History from Cambridge University and is founder and creator of the online leadership development platform The Leadership Hub.