Nora M. Osman

Nora Osman is a keynote speaker, leadership advisor, and former technology executive whose work sits at the intersection of human experience (HX), employee experience (EX), and customer experience (CX). With more than 25 years of leadership across healthcare, financial services, and education, Osman helps organizations identify and fix breakdowns between people, process, and technology that quietly undermine trust, performance, and service outcomes.

She is the founder and CEO of Norvana, where she works hands-on with leaders and teams to strengthen service delivery, operating models, and experience design. Osman’s work focuses on addressing root causes such as unclear ownership, fragmented processes, misaligned tools, and leadership behaviors that unintentionally create friction for employees and customers alike.

Her approach is grounded in what she calls moments of truth — the everyday interactions where human experience directly shapes employee engagement, customer trust, and business results. Through engaging, story-driven examples drawn from real operating environments, Osman helps leaders see how breakdowns between people, process, and technology actually show up in day-to-day work. She believes sustainable transformation does not come from isolated initiatives, but from aligning how people work, how processes flow, and how technology enables rather than obstructs progress.

As a speaker, Osman is known for her clarity, warmth, and credibility. She translates complex organizational and technical challenges into practical, human insight, helping audiences understand how EX and CX are not separate programs, but outcomes of how well people, processes, and tools are designed to work together.

Osman is the author of "Zero to Hero: The Human Experience in Leadership and Business Transformation." She is a Fellow at the Institute for Digital Transformation and a trusted voice in leadership, service management, and transformation communities. Her work has been recognized by leading industry publications, and she brings a grounded, pragmatic presence to every stage and conversation she enters.