Eva Kiplagat is the Managing Director and Lead Consultant of Customer Service Consulting Company - a company committed to helping organizations achieve excellent service delivery through strategic service improvement programmes and training. She has had over ten years work experience in the service industry and has worked with a cross section of industry leading organizations including Nation Media Group, Kenya Airways, Total Kenya Ltd, G4S Security Services, Kenya Commercial Bank, Color Creations Ltd and IFC, Citibank in Tanzania, and BAT Kenya.

Eva is passionate about service excellence and envisions pioneering a mind shift in customer service knowledge, standards and delivery in Kenya and the greater East Africa. She has been involved in various service initiatives including re-aligning corporate vision, mission and values with customer focus, development of corporate customer service policy, procedures and standards, as well as inter-departmental service level agreements. She has also been involved in various customer service research activities.

Eva is an MBA graduate from Leeds University Business School, UK (1998) and is a Companion member of the Institute of Customer Service, United Kingdom. The Companion Membership is awarded to individual managers or consultants who have a proven track record in the management of customer service.