Dr. Osman Khan is the Director of the Institute for Customer Management.  He has over seventeen years of experience working with companies to improve their business performance. His main areas of expertise are in Customer Experience Management, Customer Loyalty and Satisfaction, Leadership, Strategic Management, Emotional Attachment, B2B Marketing, Social Media and Strategic Marketing. He has worked with numerous companies across the globe as a consultant, trainer, researcher and as a member of the marketing team. His past experience include working as a Marketing Director at a high-tech IT firm, consulting for FTSE 50 and Fortune 500 companies, as well as helping firms in improving customer loyalty, developing strategic competitive advantages, increasing sales, improving market share, and reassessing strategic marketing goals.

Osman has an MBA, and a PhD in Marketing (Bradford). He he has worked as the Director of MBA Programmes at the Royal Docks Business School, at the University of East London where he managed a thousand students studying across three continents. Dr. Khan has also taught at the Kennedy School of Government at Harvard University and at the School of Management at the University of Bradford.  He has recently published four books on CEM, and Customer Loyalty at the European Centre for Best Practice Management. His latest book is titled, “Getting Customers to Love your Brand” and is available on Amazon.  He has served on the Judging panel for the UK Customer Experience Award, Customer Service Training Award (UK) and the Theme Park & Visitor Attraction Award (UK). Moreover, he is actively engaged in conducting research and consulting work in the areas of CEM and Emotional Loyalty Management and is a frequent speaker at international managerial conferences. He is on the editorial board of four international journals, as well as on the board of directors of several firms.

Dr. Arif Saleem has a strong background in marketing research. This back ground is defined both in terms of qualification and experience. His MBA and PhD in Business Administration from one of the renowned European business schools has developed his capacity in academics. He has corporate experience but his corporate experience is more defined by his interaction with professionals during training workshops he has conducted. He is a professional trainer in the areas of Research, Marketing, Management and Decision making. The clients he already served includes but not limited to World Bank, Bank Alfalah, Pakistan Air Force, Pakistan Army, Fred Hollow’s Foundation, Australia, International Labor Organization and HEC. Dr. Arif is also an avid researcher. He has provided research based consultancies to World Bank, Pakistan Tobacco, International Labor Organization, and HEC. His ability to integrate his eye on recent development in literature related to business, his ingenuity to conduct research to understand his clients’ needs and his increasingly august experience with corporate professionals enabled him to be a highly competitive trainer and researcher.

Dr. Bilal Mirza is Director, Office of Research, Innovation and Commercialization (ORIC), and Assistant Professor at UCP Business School. Dr. Bilal did his PhD in Innovation and Development (Development Economics) from UNU-MERIT, Maastricht University, the Netherlands as a United Nations scholar. Earlier, Dr. Bilal did his Masters (M.S.) degree in Management of Technology (Entrepreneurship and Innovation Management) from the prestigious Swiss university, the Swiss Federal Institute of Technology (EPFL/ETHL), in 2004 and MBA from University Institute of Management Sciences (UIMS-UAAR) in Rawalpindi, Pakistan in 2001. Dr. Bilal is also a recipient of several grants, including United Nations University scholarship for his PhD studies, UNU fieldwork support, Higher Education Commission (HEC) grant as a researcher, and UNU grant for innovation policy training, among others. Dr. Bilal Mirza is also an HEC approved PhD Supervisor.  

Dr. Bilal has also been involved in several trainings at the UNU office in the Netherlands, covering domain of innovation policy design and evaluation in developing countries.  Previously, he was affiliated at the Ghulam Ishaq Khan (GIK) Institute of Engineering Sciences and Technology – a renowned engineering university in Pakistan during July 2011 and June 2012. Dr. Bilal has conducted several trainings for policy makers and researchers at the OIC (Organization for Islamic Cooperation) Standing Committee on Scientific and Technological Cooperation (COMSTECH), Pakistan Council of Science and Technology (PCST), Water and Power Development Authority (WAPDA), Pakistan, and the National Rural Support Program (NRSP, Pakistan).

Dr. S. Khurram Shahzad is currently a professor at the Business School in Air University Islamabad. He is teaching international business strategy at Master’s level and Advanced Qualitative and Quantitative Techniques at MS and PhD levels. Dr Shahzad has also taught at the Unviersity of Paris Saclay (Sud) where he received a Doctorate in management studies. He has an MBA from IAE Lyon France where he graduated with distinction (top of the university). In addition, Khurram also has a first class Master degree in Economics from University of Peshawar and an Economic Analyst certificate from National Institute of Banking & Finance.

In his research, he concentrates on multifaceted links between organizational management, change management, strategy, sustainability and financial management etc. His research work has won place in world’s elite research outlets e.g., Academy of Management, Academy of International Business and Journal of Business Ethics etc.

As a Deputy Director at the State Bank of Pakistan, Khurram contributed in refining and strengthening the regulatory framework relating Commercial Banks and Development Finance Institutions in Pakistan. In recognition of his significant contributions in the development of World Bank’s Financial Performance and soundness Indicators (FPSIs III), he was conferred Departmental Commitment Award by the State Bank of Pakistan. In addition to managerial and surveillance roles, Khurram has also been a part of Economic policy and Research Departments at SBP where he conducted research and analysis on variety of subjects. He has also worked as a management and leadership trainer with organizations such as Prudence consulting and technology management USA and Omar Asghar Khan Centre for development Pakistan.

Dr. Ammar A. Raja is a Disruptive Data Scientist, and believes in using the power of Big Data Analytics to disrupt everything from the Banking sector to the Government. Currently he is working on projects involving Real Time Data Analytics, Cloud Computing, Cognitive Computing using IBM’s Supercomputer Watson, Fintech and Data Driven Web applications. Dr. Raja is on IBM’s Academic Initiative and IBM Watson Analytics Faculty program which gives him full access to Watson’s Computing capabilities.

Dr. Raja has a Phd in Finance from London School of Economics & Political Science, and has researched pricing complex Derivatives Contracts i.e. Options.  He has worked in the Fintech and Banking Industry (Lazard Investment Bank) in United Kingdom before joining Academia in Pakistan. He has also worked as Assistant Professor of Finance in Comsats Islamabad for three years before moving to University of Management & Technology (UMT) Lahore as Assistant Professor of Business Analytics.

Currently he is teaching Data Science and Business Analytics at UMT along with doing workshops on Data Science Applications for the Corporate Sector.  Dr. Raja is working on a number of projects including a startup to provide real time property price analytics by structuring all the unstructured data from the web and then provide real time insights to users in the form of dynamic visualisations on the basis of that data.

Dr. Maryam Kiani is the Head of Department of the Marketing Division and Director of Marketing and Promotion of the Executive MBA at University of Central Punjab. Her main areas of expertise are Consumer Buying Behaviour, Advertisement and Promotion and International Marketing.

Dr. Maryam Kiani has a PHD in Marketing from Cardiff Metropolitan University, UK and is a double MBA graduate, securing one MBA in International Business and the other in Human Resource Management. She is also a distinction holder and Molex best student Award winner at the University of East London, United Kingdom.

Dr. Maryam has been Head of Academic Support and Senior Lecturer at London School of Science and Technology in Birmingham, UK. Previously she has worked as an Admission and Compliance Officer and as a Lecturer at London School of Commerce, UK. Along with Academics, Ms Maryam Kiani has six years of experience in the corporate world. She has worked as Marketing Executive Analyst at the Explora Security LTD (Group of Companies). Explora Security is a security Advisor and Consultants to the UN, NATO, ISAF and other International agencies. In the past she has also worked as an Event Manager at Riphah International University, Lahore, Pakistan.