James Moed is a highly sought after speaker, thought leader, and consultant when it comes to service design. I first saw James present on experience design in Barcelona at a Next Money conference a few years back. I remember thinking "Man, this dude gets it." and immediately sought him out when he finished his talk. James still gets it; it being the need for financial services (and now other industries in his role at Veon) to really understand what matters to consumers when using technology.