Charismatic, forward-thinking and dramatically effective are just a few words to describe Henry. From working at Aetna & Travelers Insurance since 1994 to forming Experience Design International, Henry is a known innovator and change maker in Experience Design and Process Optimization. His ability to diagnose operational breakdowns and gaps in service, and develop strategies for much needed change, is well known in the business community. His planning and executional efforts are repeatedly proven to reduce operational expenses and increase bottom line profits. With an unbridled passion for Customer Experience, Henry has spoken at more than a dozen conferences on Customer Centricity and the importance of Culture since 2011.