Marc Karschies
Founder and Managing Partner, KCA Consultants
Marc Karschies is the Founder and Managing Partner of KCA Consultants, a senior-led management advisory firm specializing in enterprise governance for integrated experience maturity, customer strategy, and performance improvement across the Middle East and internationally.
Marc Karschies is typically engaged in advisory roles where organizations require senior-level guidance on customer experience governance, operating models, and enterprise-wide transformation initiatives.
- Role: Founder & Managing Partner — KCA Consultants
- Location: Dubai, United Arab Emirates
- Specializations: Enterprise experience governance, CX strategy integration, service quality, transformation leadership
- Core Framework: ICXM (Integrated Customer Experience Management)
- Certifications: CCXP, ASQ quality credentials, Six Sigma Black Belt, Balanced Scorecard training (various)
- Author: Co-author, “Customer Experience” Amazon best-selling series (CX1, CX3, CX4)
- Awards: ASQ MEA Quality Professional of the Year 2018
To discuss enterprise governance architecture, experience maturity assessment, or transformation and operating model alignment, connect with Marc at KCA Consultants.
Area of Focus
- Enterprise CX governance
- ICXM framework development and application
- Government and regulated environment transformation
- Operating model design
- Capability and maturity development
Professional Overview
Marc has over three decades of strategic and operational experience across banking, service quality, and customer experience leadership. Before founding KCA Consultants, he held senior roles including Operations Director/VP at Diners Club Europe and Citibank International, and Head of Group Service Quality at Emirates NBD Banking Group, bringing deep practitioner insight to advisory engagements.
Signature approach: ICXM
Marc is the architect of ICXM (Integrated Customer Experience Management), an enterprise governance architecture that unifies strategic intent, operational execution, organizational capability, technology enablement, and outside-in customer reality into a coherent maturity framework. ICXM enables leadership teams to prioritize investments, govern cross-functional execution, and strengthen credibility and experience consistency at scale.
Core expertise
- Enterprise governance and strategic alignment
- Integrated experience maturity and operating model design
- Customer and service strategy integration
- Quality, process, and performance systems (Lean, Six Sigma, ISO alignment)
- Service lifecycle governance and ITSM & enterprise technology enablement
- Transformation and portfolio execution leadership
Selected Experience
Marc’s advisory experience spans government, semi-government, and private organizations across the GCC and globally. His work encompasses integrated KPI and measurement systems, service strategy transformation, government excellence programs, and channel and operational optimization, particularly in high-visibility, regulated environments.
Speaking & Thought Leadership
Marc is a frequent keynote speaker, workshop leader, and award judge on customer experience, service quality, and strategy. He actively contributes to professional bodies and knowledge initiatives and has co-led sections of the CXPA Body of Knowledge, especially in CX Strategy
Publications & Authorship
- Co-author — “Customer Experience” 1, 3, and 4 (Amazon best-selling series)
- Team Leader — CXPA Body of Knowledge (CX Strategy section)
- Selected articles and thought pieces on experience governance and service quality
View Amazon Author Central for Marc Karschies
Credentials & Professional Certifications
- Certified Customer Experience Professional (CCXP) — CXPA
- ASQ Certified Quality Manager (CMQ/OE) & Six Sigma Black Belt (CSSBB)
- Balanced Scorecard Certified Graduate
- Executive MBA — London Business School
- BBA in Finance & Banking — HfB Frankfurt
How Marc Supports Organizations
- Enterprise maturity assessment and governance roadmap formulation
- Operating model integration across strategy, process, people, and technology
- Capability building and governance enablement workshops
- Transformation leadership and portfolio governance