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CCXP
CXPA Book of Knowledge

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Marc Karschies, Managing Partner at KCA Consultants, is considered one of the leading experts on Service Strategy, Customer Experience and Service Quality Management in the MENA region. Marc’s cross-industry advisory includes Customer Service and Experience Strategy, Innovation Management, Integrated KPI & Measurement Systems, and Customer Contact Channel Experience.

Before starting KCA’s boutique consultancy and training business, Marc built his strong practitioner background in Financial Services with over 20 years working for organizations like Citibank (various positions incl. Operations Director/Vice President managing 9 European Diners Club businesses) and Emirates NBD Banking Group (Head of Group Service Quality).

On top of his international consultancy work, he is a frequent expert speaker, conference chairman, award judge, and panelist at conferences and company events on Customer Experience and Service Quality Management & Strategy, and Innovation Management, and serves as Senior Assessor and Team Leader in the Dubai Quality Award (DQA) and Dubai Human Development Award (DHDA) programs and has been award judge in a variety of Service Excellence Awards.

Besides providing consultancy services and a wide range of in-house Corporate Training and Leadership Development programs (Innovation Management, Project Management, Customer Service and Experience Management) and being an ASQ Accredited Trainer for several of its certification exam preparation programs (e.g. Six Sigma Black Belt, Certified Quality Manager), he is teaching various Master Level programs on Project Management, Leadership, Service Quality, and Innovation (currently in the MBA, MSc Engineering Management and MSc Project Management programs at Middlesex University Dubai, and previously as Adjunct Professor of Operations & IT Management at HULT International Business School in Dubai).

Raised in Germany, Marc holds an Executive MBA from London Business School, a BBA in Finance and Banking (HfB Frankfurt), and a wide range of professional certifications incl. ASQ Certified Quality Manager, Six Sigma Black Belt, CQPA, and CQIA, CXPA Certified Customer Experience Professional (CCXP), Kaplan ‐ Norton Balanced Scorecard Certified Graduate, ISO9001:2015 Lead Auditor (IRCA), Certified Talent Manager, McKinsey LEAN, PMI CAPM and Prince2 Practitioner, and worked in the UK, USA, Germany and the UAE.

Please review Marc’s LinkedIn profile for further information
https://ae.linkedin.com/in/marckarschies

Industry

  • Consulting