His career includes eight years with Hilton Hotels, seventeen years with Marriott International and sixteen years with The Walt Disney Company. Lee Joined Disney in 1990 as Director of Food and Beverage, Quality Assurance and Vice President of the hotel division for Disneyland Paris.

In 1993 Lee became the Senior Vice President of the hotel division at the Walt Disney World® Resort in Florida and in 1997 was promoted to Executive Vice President of Operations for all of Walt Disney World Operations, serving in that position for ten years before retiring to start his own business, Lee Cockerell, LLC., a training and development company and authoring 6 books on leadership, management and world class customer service.

Annette is an internationally recognised customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business) and Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business.

She is a Certified Customer Experience Professional (CCXP) and an official member of the Forbes Coaches Council.

He worked as an in house designer for companies including the Australian Stock Exchange and Booking.com, and did freelance web design for companies in Australia and the UK.

Robert has contributed articles to many publications, including The New York Times, The Wall Street Journal, Sports Illustrated, Women’s Wear Daily, Details, and National Lampoon. He has been a guest expert on national and local television, radio and podcasts, and is quoted in publications throughout the world.

David Avrin, CSP, Global Speaking Fellow, has shared his content-rich, entertaining and actionable presentations with enthusiastic audiences across North America and in 24 countries around the world. David helps organizations better understand and connect with their changing customers and clients to help future-proof their businesses.

In that time it has grown from 70 people in two offices in West Berkshire to 180 people across six offices from Swindon to London. A corporate and employment lawyer by background, Derek now focuses solely on managing the business, which has an employee net promoter score of +70.

In addition to being a Wall Street Journal and New York Times bestselling author, he helps leaders and frontline team members improve the experiences they provide to colleagues and customers. He’s also an internationally sought after keynote speaker on leadership and human experience design.

Today, he guides organisations that want to build and grow a customer-focused culture.

Jeff is the best selling author of four books, including The Service Culture Handbook. Over one million people have taken one of his LinkedIn Learning training courses and he is a keynote speaker ranked as one of the top customer service professionals in the world by Global Gurus.