Speaker

Dr. Jeff Kahne, Firefly Consulting

Principal

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Speaking Session: Customer Journey Maps, Client Centricity, and Getting the Most from Your Business Analytics

Jeff is a Principal with Firefly Consulting, a published author, and a Master Black Belt with over 25 years of experience consulting in all areas of organizational transformation and process innovation. He speaks regularly on topics related to leadership, customer experience, and operational excellence, and was recently voted an audience favorite at the 2019 ASQ World Conference on Quality and Improvement.

Prior to joining Firefly Consulting, Jeff served as a Business Architect leading process improvement within USAA, a Fortune 500 insurance company. He led process management and improvement initiatives for the company’s claims and sales processes, identifying over $50M in savings. A 20-year veteran of the United States Air Force, Jeff redesigned Air Force strategic planning models for Army, Navy, Air Force, and Marine use and led Joint, Department of Defense, Nuclear Weapons Inspections agency, Combat Operations units, Intelligence Agencies, through data centric and team-based strategic planning efforts.

Jeff has successfully deployed process improvement and design initiatives in healthcare, financial services, manufacturing, global logistics/distribution, industrial automation, chemicals, semiconductors, construction materials, industrial automation, and service companies ranging from $40 million to $40 billion in annual revenue.

Jeff holds a PhD in leadership studies, an MBA in ecommerce, and a BS in management of information systems.

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