Joe WheelerJoe Wheeler is a bestselling author, speaker and consultant. He is the CEO of CX/Digital, a subsidiary of The Service Profit Chain Institute (SPCI), a Boston-based consulting firm he co-founded with Professors Len Schlesinger, James Heskett an W. Earl Sasser of the Harvard Business School. He is the co-author of two previous books on the topic of employee and customer experience: The Ownership Quotient (2008) and Managing the Customer Experience (2002). Prior to launching The Service Profit Chain Institute, he was the Quality and Productivity Executive for Bank of America. Prior to this, he was Executive Vice President with The Forum Corporation, where he managed the firm's Customer Experience Consulting Practice. He earned his MBA from Edinburgh Business School and lives in Hingham, Massachusetts. Read More Read Less