As Founder and President of ILS, Jake has a passion for, and expertise in, what it takes to create and maintain a world-class service organization. He should know, he spent nearly two decades at the Walt Disney Company helping to train and align 65,000 employees toward one end in mind…creating memorable experiences for individuals, not masses. Jake and many of his team of experts were responsible for operationalizing the blueprints needed to sustain that culture of excellence at Disney. Jake has spent the past 15 years fine tuning those blueprints by adding best practices from leaders in service, like Southwest Airlines and Ritz-Carlton Hotels, and applying them to more than 100 top healthcare organizations. Through leadership retreats and hands-on workshops, Jake and his team of experts are dedicated to helping organizations achieve their goals in the areas of designing and executing cultural blueprints, defining the companies’ service strategy and mapping out and operationalizing the ideal customer and employee experience. Jake began his Disney career in 1982 as a research specialist, then spent several years with the Disney University, the internal training arm of Disney, in Orlando and Disneyland Paris. He was responsible for teaching corporate philosophy to Disney Cast Members and helped develop Disney’s Service Excellence program for leadership. Franklin-Covey recruited Jake to work with various healthcare organizations and global manufacturing companies such as Xerox, Kodak, and Bausch & Lomb. Jake was recruited back to Disney in 1996 to start and lead Disney Institute’s healthcare business solutions and the customization of their professional learning programs for healthcare leaders. In 2001, Jake launched Integrated Loyalty Systems, Inc., and for the past 11 years, Jake and Team ILS have helped many healthcare organizations make successful cultural transformations including: University of Chicago Hospitals, UPHS-Penn Medicine, Abrazo Healthcare-Vanguard (AZ), Mayo Clinic, Ochsner Health System (New Orleans), Kaiser Permanente (CA), MedStar Visiting Nurses (MD, DC, VA), and National Rehabilitation Hospital (DC). In addition, ILS has contributed to creating patient-centric architectural blueprints for organizations like the University of Colorado Hospitals, Jersey Shore University Medical Center, and BJC Healthcare’s Progress West Hospital. He has spoken at ACHE and Press Ganey Conferences. One of our most important initiatives is working with different healthcare teams, as they play a vital element in the patients’ healing experience. Under ILS’ dynamic leadership, organizations have moved from good to world-class care providers. Jake is a people-person, with a passion for service. He enjoys sailing, skiing, and photography. He lives in Orlando with his wife and their three beautiful children.