Thomas A. Stewart & Patricia O’Connell Biography

Stewart, a well-known global management thought leader, and O'Connell, a leading authority on customer-centric company strategy, contend that modern businesses must be built from the ground up with customer service in mind. In their upcoming book "Woo Wow and Win: Service Design Strategy and the Art of Customer Delight" (HarperCollins November 2016), the authors explain the developing field of service design and offer design-led best practices for service innovation. Stewart, who is the executive director of the National Center for the Middle Market (NCMM) at the moment, is well known and respected for his capacity to explain to executives the implications of the new realities of a constantly evolving marketplace of ideas for designing, managing, and operating organizations that keep up with innovation and achieve sustainable growth. Prior to joining NCMM, he was the chief marketing and knowledge officer for the main research projects and strategy + business magazine at the multinational consulting company Booz & Company (now named Strategy&). Prior to that, he spent six years as the managing director and editor of Harvard Business Review. "The Wealth of Knowledge: Intellectual Capital and the Twenty-First Century Organization" and "Intellectual Capital: The New Wealth of Organizations" are two essential publications by the visionary Stewart. Stewart is a highly sought-after speaker due to his ability to bring his knowledge and enthusiasm to the platform. He has attended the World Economic Forum twelve times and gives talks and seminars around the United States and in more than twenty other nations. Stewart holds an honorary Doctor of Science degree from Cass Business School City University London and is a summa cum laude graduate of Harvard College.

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