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Internationally recognized process expert. Received Global Thought Leadership Award in 2007 from the BPM Group and prestigious George Westinghouse Signature of Excellence award twice. International speaker on Customer Experience, Process Excellence and Business Process Management recently speaking at premier events in 9 countries across 4 continents. Acclaimed author of The Insiders Guide to BPM: 7 Steps to Process Mastery and Customer Expectation Management: Success without Exception. Content Master for Acuity Studio (www.acuitystudio.com) eLearning.