Our Team

ISOE is a result of the vision of three principals with extensive experience in transforming organizations through ebCEM (evidence-based Customer Experience Metrics)

Mei Lin Fung
Chairman of the Board

As an investigator, thought-leader and social entrepreneur, Mei Lin has been
exploring the use of television and digital media in the development of new
community-based models for innovation in the 21st Century. She co-produces 5
TV shows on Palo Alto Community Access Cable TV and available for viewing on
Internet TV, Road to Success, a Chinese language program featuring Chinese
immigrants, FutureTalk in English with editions in Mandarin, Russian and
Spanish covering the same topics with native speaking host and guests. Mei
 Lin was an advisor for INJO 6 - the Innovation Journalism Program at
Stanford and organized a Social Media workshop for the 2009 and 2010 Injo
Fellows. She is working on a networked innovation community project with
the US Department of Defense, which will explore the use of digital
narratives in new media. She worked with the US Department of Labor Office
of Apprenticeship to set up the first Registered Apprenticeship in Customer
Care in the nation.

Mei Lin worked at Intel and Oracle in Silicon Valley, and also as an
operations research analyst and assembler programmer with Shell Australia.
She has written extensively and has been translated into Polish, Korean and
Spanish. She is regularly quoted on Customer Service, CRM and her case study
of Singapore's efforts in eGovernment, and Singapore's National Service
Initiative have been cited in academic peer reviewed journals. Mei Lin has
served as international advisor to Singapore's National Library Board, and
was appointed overseas consultant by the China Ministry of Information
Industry to the committee on CRM and Contact Centers. She has spoken at the
National Defense University in Washington DC, at the People's Congress Hall
in Beijing China and given a talk with Paul Greenberg at the invitation of
the Prime Minister's Office in Singapore to all the Quality Service officers
in the civil service.

Mei Lin serves on the board of the National University of Singapore America
Foundation and holds a Master of Science degree from MIT in Management and
B.Sc (Honors) in Mathematics from the Australian National University. She is
the co-founder and chairman of the Institute for Service Organization
Excellence which is a thought leader in leadership models for the 21st
century and designs curriculum for Service Leadership Transformation in a
networked world..

Blog: www.customerthink.com/user/mei_lin_fung

Blog2: www.meilinfung.blogspot.com

Email: meilin@ISOE.com

Twitter: meilinfung

Facebook: meilinfung

Naeem Zafar
President & CEO

Naeem Zafar is a member of the faculty at the Haas business school at University of California Berkeley where he teaches entrepreneurship and innovation. He spent 25 years in semiconductor and software industry with responsibilities ranging from designing chips and electronic systems, training sales and marketing teams worldwide as the vice president of worldwide marketing and sales and running three venture-backed companies as the president and CEO. His passion has been customer discovery process, identifying the customer's true needs and creating a lasting relationship with the customers that can create a moat around your brand.

Naeem has travelled to all seven continents, 71 countries and has worked with teams in Japan, Korea, China, UK, France, Germany, Israel, Pakistan and several other countries. He has been the CEO of an Israeli and a Korean company and spent extensive time travelling and living overseas.

Naeem frequently advises Board of Directors and CEOs of companies on creating metrics and dashboards for monitoring key organizational indices and creating programs for assessing and increasing customer loyalty and trust. Naeem is also an advisor to the Lahore University of Management Sciences' entrepreneurship program and is asked to set up a center of entrepreneurship at the National University of Science and Technology in Pakistan.

Naeem has a Sc.B. degree from Brown University (magna cum laude) and a master's degree from the University of Minnesota. Naeem is a charter member of The Indus Entrepreneurs, world largest non-profit focused on fostering entrepreneurship and mentorship and a charter member of OPEN (Organization of Pakistani Entrepreneurs) where he also serves as the member of the executive committee.

www.haas.berkeley.edu/faculty/zafar.html or Email: Naeem@ISOE.com

ISOE Faculty

Kimberly Wiefling -

could possibly be the most enthusiastic leader of the 21st century. Highly sought after international workshop leader, she is the author of the top selling book “Scrappy Project Management”. She earned her Master of Science in Physics.

Dr. Fred Cecere -

Former strategist for the Army Surgeon General, Dr. Cecere is a Rheumatologist and President of the Society of Consultants to the Armed Services. He is a member of Vision 2045 the Air Force Medical futures project along with Mei Lin Fung.

Casey McNeal, PhD -

is an internationally renowned motivational speaker specializing in service. With Mei Lin Fung designed and delivered the Award Winning curriculum for Service Leadership Transformation at Avaya, which won Avaya and Oklahoma State University the Phillip Crosby Golden Medallion for the Service Leadership Transformation Certificate, program.

Mac McCrory -

Adjunct faculty at Oklahoma State University, co-developer with Mei Lin Fung of the first-in-the-nation Apprenticeship Program in Customer Care registered with the US Department of Labor. Air Force flight instructor, Professor in Education at Oklahoma State and founder of OSU’s Wellness program. He developed the Nurses Aid Certification program for Oklahoma. Ed.D. in Higher Education Administration with emphasis in Health Science.

Michael Rubin -

Digital literacy advocate-top selling author of film/video industry textbooks NONLINEAR: a field guide to digital video and film editing (Triad). 
4th Edition 2001

THE LITTLE DIGITAL VIDEO BOOK
 2nd Edition 2008 (Peachpit Press), 
Beginner's Final Cut Pro (Peachpit Press 2002), 
Making Movies with Final Cut Express (Peachpit Press, 2003), 
iLife ’04 - '06 Apple Training Series (Peachpit). Rubin has consulted for Apple Computer, Lucas Films, and Sony Digital Entertainment. He was Director of Product Management at Netflix.

ISOE Principals

Bill Daul -

Also known as «Human Glue», one of the most connected people in the Silicon Valley. Moderator of the Next Now Collaboratory, a brain trust of world-class futurists and thought leaders, Photographer and Video animator, social and online collaboration expert.

Joanne Teoh-

Evangelist and thought leader in digital storytelling, narrative design and collaborative content creation. Experienced TV producer and multimedia documentary maker in Singapore. Presented at conferences including MIT5 Media in Transition 2007, International Festival of Digital Story Telling 2008, Asian Publishing Convention 2009, and Keynote at Asian Congress of Storytellers 2009, Broadcast Asia 2010, and Creative Content Production Conference 2010.

ISOE Strategic Partners

FutureTalk

Marty Wasserman -

Deeply experienced editor and TV show producer. Host of over 400 TV and radio shows. Co-producer with Mei Lin Fung of the www.FutureTalk.net TV series sponsored by the Tech Museum of Innovation in San Jose since 2009.

PureShare

Rich Razon-

is the CEO of Pure Share, a company delivering active metrics software that results in unprecedented transparency/visibility into near-real-time Key Performance Indicators, consolidated from the multiple medical systems and data sources involved.