Zhecho Dobrev

Zhecho Dobrev is a Principal Consultant at Beyond Philosophy and author of the “Big Miss: How Organizations Overlook the Value of Emotions”.

For over 13 years as a part of the Beyond Philosophy team, Zhecho has been helping many of the world’s most renowned organizations improve their Customer Experience including American Express, FedEx, Heineken and Caterpillar to name a few. Zhecho has covered a large ground, having worked extensively in the US, Canada, UK, Europe, Middle East and East Asia. One of the clients Zhecho worked with as part of the Beyond Philosophy team—Maersk Line, the world’s largest container shipping company, improved their net promoter score by 40 points in 30 months, which led to a 10 percent rise in shipping volumes. A recent bank client that Zhecho has been working with went from second in NPS scores to a leader with more than 20 percent gap to the nearest follower.

Over the years, Zhecho has been leading Beyond Philosophy’s practice in a number of fields such as conducting advanced customer research and data analysis to uncover subconscious and emotional value drivers, as well as unmet customer needs in the market; helping organizations define their strategy and the experience they want to provide to customers; conducting Journey Mapping projects and applying Behavior Science principles in the redesign the experience, training management and aspiring customer experience professionals on the secrets to managing customer experience and so on. Lately, Zhecho has been exploring the use of more advanced and implicit research techniques such as Facial Emotion Recognition and also the use of AI in organizations.

Zhecho is also a sought-after International Conference Speaker. He has spoken to Senior Executives at conferences to the likes of Caterpillar, Michelin, AT&T, Maersk Line and at International Customer Experience Conferences.

Zhecho has an MBA from the University of Bedfordshire, UK and an MSc in International Relations from the University of Sofia, Bulgaria.