Douglas Morse is a Si2 Expert in servitization strategies and transformation, service innovation, service performance management and customer experience.
Douglas was Vice President of Customer Experience, Strategy and Operations for the US$10 bill. Oracle Global Customer Services and has spent over 30 years developing operational excellence, strategy and managed solutions for companies in high tech and medical equipment services including over 19 years at IBM where he was able to learn almost every facet of the service and support business. Douglas was part of the initial services transition team that helped to turn around IBM from an equipment provider to a IT solutions provider. He has specialized in innovation and strategies for all forms of services and complex systems. He has been a consultant to Fortune 500 companies guiding efforts to build highly profitable global services organizations and is known for his global thought leadership in the areas of Service Innovation and Customer Experience / Success. Douglas was the 2007 recipient of the Donald F. Blumberg award for Services Innovation awarded by the Services Industry Association
Douglas is an executive advisor and emeritus member of the executive advisory board for the Center for Services Leadership at the W.P. Carey School of Business at Arizona State University. He participates on the advisory board for the Industrial and Systems Engineering School at San Jose State University. Most recently, Douglas has joined the Customer Value Creation International (CVCI) as an early advisory board member. Douglas has taught, and does guest lectures, at a number of leading universities and industry conferences around Services Strategy, Innovation, Marketing and Global Services Operations. He is a passionate promoter for national and international initiatives that drive public and private investments into services research, education and innovation that will help prepare us for the future economy. He has been an active supporter of the Service Science, Management and Engineering (SSME) efforts since 2004, was a co-founder of SRII (Service Research and Innovation Institute) and is an advisory member of ISSIP (International Society of Service Innovation Professionals) leading work on Service Economics.
Douglas is the Founder and Chief Inspiration Officer of ServTrans, a boutique global consulting group that helps companies build executable strategies to transform, optimize, innovate and align around driving customer value in the new services economy.