Nick de Voil is the founder and Managing Director of De Voil Consulting, an information systems and customer experience consultancy based in the UK. The firm helps organizations design business processes that deliver excellent customer experience. Mr. de Voil has delivered projects for such organizations as the British Library, BT, Cambridge University, Channel 4, Sky Television, and UBS. He has spoken on these and general management topics at numerous conferences in the UK and Italy. Mr. de Voil holds a BA (first class with distinction) from the University of Birmingham and an MSc in human-computer interaction with ergonomics from University College London. He is a Certified Management Consultant and a Chartered Member of the Institute for Securities and Investment. Mr. de Voil is currently Member Experience Director of IIBA^® UK. He can be reached at nick@devoil.com.