Joe Wheeler
Prior to launching The Service Profit Chain Institute, Joe was the managing director of customer experience for FleetBoston Financial/Bank of America, responsible for customer experience, quality and productivity.
Prior to this, he was executive vice president with The Forum Corporation, where he managed the firm’s customer experience consulting practice and co-authored with Shaun Smith the book Managing the Customer Experience – Turning Customers into Advocates (FT Prentice-Hall 2002).
At Forum Corporation, Joe was responsible for global marketing and product development. Prior to that, he led the company’s Canadian Division.
Joe’s consulting experience includes implementation of customer experience, service management and total quality initiatives for some of the world’s leading organisations, including Kraft General Foods, Irving Oil Ltd, Fairmont Hotels and Resorts, Manulife Financial, Sun Life of Canada, Canadian Imperial Bank of Commerce, Scotiabank, and CA (Computer Associates).
Joe holds an MBA from Edinburgh Business School and studied Arts and Science at University of Toronto and Queen’s University, Kingston, Ontario