Zhecho Dobrev has devoted his career to the art and science of customer experience management and is the author of the newly published book “The Big Miss: How Organizations Overlook the Value of Emotions” (Business Expert Press, 2022). He is one of the leading principal consultants in Beyond Philosophy, whom the Financial Times have ranked as one of the top  50 consultancies for the last four years.

Zhecho’s thought-leadership in the field is ingrained in practice. For more than 13 years, Zhecho has been helping many of the world’s most renowned organizations improve their customer experience including American Express, FedEx, and Caterpillar.

Zhecho is an expert in conducting advanced customer research and data analysis to uncover subconscious and emotional value drivers, as well as unmet customer needs in the market; applying Behavior Science principles in marketing and customer experience, conducting Journey Mapping projects, and lately – Facial Emotion Recognition and AI.

Zhecho is also a sought-after International Conference Speaker.