Jeff James is vice president and general manager of Disney Institute. In this role, he has responsibility for the external business and professional development arm of The Walt Disney Company that is focused on sharing Disney business insights in the areas of service, leadership and culture. Based in Celebration, Florida, Jeff leads a global team of Disney subject-matter experts who engage with clients to implement and sustain culture change initiatives through Disney’s proprietary approach. With more than 20 years of experience leading a broad range of Disney businesses and operations, Jeff is an expert in the company’s successful core competencies of leadership, customer service, and employee engagement. Jeff’s Disney career started in 1996, when he played a pivotal role as one of the founding executives of Disney Cruise Line. In subsequent years, he continued to provide executive leadership as the cruise line vastly expanded domestic and European itineraries and added two new ships to its fleet. Jeff also has extensive global business experience having served as vice president and managing director for Disney Destinations International. Based in London, he led marketing, sales, public relations, and finance efforts across the United Kingdom and Ireland for the portfolio of assets within Walt Disney World® Parks and Resorts. Jeff holds a Bachelor of Science in business and commercial recreation from the University of Colorado and has several professional licenses in the sales, insurance and real estate fields. His writings on Disney business insights can be read on Talking Point, the Disney Institute blog. As the trusted, authoritative voice on the Disney approach to customer experience, Disney Institute uses business insights and time-tested examples from Disney parks and resorts worldwide to inspire individuals and organizations to enhance their own customer experience using Disney principles as their guide. For nearly three decades, Disney Institute has helped professionals discover ways to positively impact their organizations and the customer they serve through immersion in leadership, service and employee engagement. Unique to Disney Institute is the opportunity to go behind the scenes in a “living laboratory” to observe firsthand how Disney methodologies are operationalized and how they can be adapted and applied to any work environment.