Lucy Kiruthu the lead management consultant at Evolve Business Consultants a business advisory services provider. Lucy is on a mission to inspire positive change in business and society. Lucy utilizes her practical skills and vast experiences in management to support organizations and individuals scale new heights. She has over 17 years experience in management 10 of which were in the corporate world and seven in management consultancy. Her experience cuts across a variety of industries including retail, financial services, hospitality, FMCG, airline services and public service among others. Lucy is competent in general management, strategic management and leading change and is passionate about service excellence, leadership and enterprise development. Lucy is a thought-leader in customer service and has been running a customer service column in the Daily Nation Smart Company since 2010. She is a past board member of the Institute of Customer Experience-Kenya. She had also authored a book titled Customer Service at Its Best, in which she shares 202 thoughts that make a difference in how we serve our customers. Lucy has extensively trained on strategy, leadership, customer service management and quality management systems. She holds an MBA – Strategic Management from Park University – MO-USA and is currently pursuing a Doctorate in Business Administration – Strategic Management at USIU-Africa with research interests in customer experience, organizational capabilities and strategy execution. Follow on Twitter: @kiruthulucy