Marc Karschies (CCXP) is the Managing Partner at KCA Consultants, an international CX and Service Strategy consultancy firm based in Dubai. Marc is considered one of the leading experts on Customer Experience (CX) Strategy Integration and Service Quality Management in the MENA region. His cross-industry advisory includes Customer Experience and Service Strategy, Government Excellence Programs, Integrated KPI & Measurement Systems, and Channel Optimization. Marc holds the CCXP Accreditation and is a CXPA Recognized Training Provider (RTP) for the GCC and is member of the CXPA Regional Board. He is a frequent expert keynote speaker and Award Judge on Customer Experience and Service Quality Strategy. Marc is also the co-author of the Amazon bestselling book series "Customer Experience" (CX1, CX3 and CX4), and as the team lead he co-wrote the CXPA CX Body of Knowledge section on CX Strategy. In 2018 he won the ASQ MEA “Quality Professional of the Year” Award in recognition of his contributions and achievements in Quality Management in the Middle East region.