Norvana
Nora Osman is a transformation leader, customer experience strategist, coach, and keynote speaker with more than 20 years of experience helping organizations turn service challenges into stronger customer and employee experiences.
As Founder and CEO of Norvana, Nora works with executives who are accountable for digital transformation and customer experience, helping them move from intention to execution. Her approach focuses on understanding the strengths of people, simplifying processes, and using technology as an enabler rather than a distraction.
Throughout her career, Nora has led the turnaround of struggling service organizations, built high performing teams, and guided complex cultural and digital transformations across healthcare, technology, and enterprise environments. Her work is grounded in the belief that customer experience is a leadership responsibility and that great service must be intentionally designed, operationalized, and sustained.
Nora brings deep expertise in customer experience, employee experience, service management, organizational change, leadership development, and transformation execution. She is particularly focused on helping organizations reduce complexity, address capability gaps, strengthen leadership alignment, and create service experiences that become a true business differentiator.
She has completed the Wharton Global CXO program and is the coauthor of ITIL and the Information Lifecycle: Integrating Agile, DevOps and ITSM. Her writing has appeared in CIO Review, CIO Applications, Employee Experience Magazine, CXO Tech Magazine, and other industry publications.
Nora has received recognition for her leadership and industry contributions, including being named one of CIO Global’s Women Leaders to Watch in 2025. She also serves in advisory and mentoring roles supporting the development of emerging and future leaders.
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