James Killian

James H. Killian, Ph.D. is founder of The Customer-Driven Leader, a professional services firm that seeks to address foundational leadership and team issues in the EX-CX service profit-chain connection. As founder, he delivers high growth to clients and serves as an influencer and thought leader by delivering: 

-Organizational Assessments
Dr. Killian has 25 years of high-impact, global leadership roles at Qualtrics, SAP, IBM, Hogan Assessment Systems and has led several startups to record growth and acquisition. He is also professor of MKT 892: The Employee Experience in the Master's of Science in Customer Experience Management (MS-CXM) program in the Broad College of Business at Michigan State University. In this role he teaches and conducts research on the topic of employee experience (EX), customer experience (CX), leadership, candidate attraction, technology and the future of work, the importance of addressing diversity, equity, inclusion and belonging at work and other drivers of employee engagement and experience. He has authored over 50 publications on the topics of leadership, measurement, employee experience and customer experience. He also sits on several advisory boards for AI-based HR startup firms. He resides in the San Francisco Bay Area and is a serious fitness fanatic, foodie real estate investor and outdoor enthusiast.

Killian, J.H., Del Duco, S. Frey, K. Roberto, S. (2025) ExLearn Talks. Preparing for the 2025 Talent Shakeup. WebinarKillian, J.H. & Slatin, M. (2024) Transforming Workplace Culture: Dr. James Killian on Employee Experience. The Delighted Customers Podcast. AgileBrand Network

Killian, J.H., Del Duco, S. Frey, K. Roberto, S. (2025) ExLearn Talks. Preparing for the 2025 Talent Shakeup. Webinar

Killian, J.H. & Slatin, M. (2024) Transforming Workplace Culture: Dr. James Killian on Employee Experience. The Delighted Customers Podcast. AgileBrand Network

Bannister, C., Gardener, C., Wheeling, A. Huydobro, G.R., Killian, J.H.(2023). The Great Upgrade Strategies to compete in the Current Labor Market. Panel discussion presented at the Society of Industrial and Organizational Psychology's 38th Annual Conference in Boston, MA.

Boyle, L.M., Corman, M., Fry, T., Killian, J.H. & Martin, M. (2022). The Great Resignation: The New Normal or the Great Game of Musical Chairs? Panel discussion presented at the Society of Industrial and Organizational Psychology's 37th Annual Conference in Seattle, WA.

Killian, J.H., (2021). Rethinking the Candidate Experience. Forbes. Dec 6, 2021

Killian, J.H., (2019). 3 Rules For Gathering Employee Feedback — And When To Break Them. Forbes. Jun 1, 2019.

Burnett, D., Gold, M., Killian, J.H. Palmer, P. & Reithel, S. (2015) Consulting without Insulting: Managing Difficult Client Conversations and Interactions.  Panel discussion presented at the Society of Industrial and Organizational Psychology's 30th Annual Conference in Philadelphia, PA. 

Stehura, E., Ostberg, D., Killian, J.H., Klein, S., & Zimmer, S. (2013)  What are you Talking About: Why I/Os Need ITs..  Panel discussion presented at the Society of Industrial and Organizational Psychology's 28th Annual Conference in Houston, TX.

Charles, K., Boyd, S., Hoffman, C., Killian, J.H. & Steffensmeier, J. (2013) Working With What You Have: Demonstrating ROI Using Nontraditional Methods.  Panel discussion presented at the Society of Industrial and Organizational Psychology's 28th Annual Conference in Houston, TX.

Killian, J.H. & Sheridan, G. (2012). Attract, deploy and retain the right sales talent through partnerships. Workspan Weekly: World at Work. August 2012.

Killian, J.H., Such, M., Reynolds, D., Stanton, J. & Zaldivar, KD (2011).  IO and IT: How to effectively navigate the nexus.  Panel discussion to be presented at the Society of Industrial and Organizational Psychology's 26th Annual Conference in Chicago, IL.

Killian, J.H., Barrett, G.V., Campbell, W., Holland, B. & Mondragon, N. (2010).  Sharing of test data and ethical responsibility.  Panel discussion presented at the Society of Industrial and Organizational Psychology's 25th Annual Conference in Atlanta, GA.

Killian, J.H. and Stevens, H.P. (2010). Talent Analytics and Net Present Value.  Presentation made at the 2010 World At Work Spotlight on Compensation Conference in Chicago, IL.

Killian, J.H. (2010).  Getting the Right People in the Right Seats: It Doesn’t Have to Be Guesswork! Presentation made at the 2010 TBM Consulting Group LeanSigma Global Summit in Las Vegas, NV.

Killian, J.H. (2011). Hiring sales professionals for small business owners. On Point, 1st Quarter 2011. S.P. Richards Co.

Killian, J.H., Williams, R.W. & Holmes, C.W. (2011).  Basketball dreams and sales performance.  Journal of Corporate Recruiting Leadership vol.6 (2), March ed.

Killian, J.H., Miller, C.E., Holmes, C.W. & Stevens, H.A.  (2011). Working toward a model of demonstrated value in predicting and developing leadership success.  Chapter to be published in Mobley, W.H. Advances in Global Leadership, volume 3.

Killian, J.H. (2010).  Profiling Successful Salespeople.  Sales & Service Excellence.  September 2010.
Honeycutt, E.D., Hodge, S.K & Killian, J.H. (2010).  Turnover in the sales force: A comparison of hunters and farmers.  Journal of Selling & Major Account Management, Volume 9 (2).

Azarra, J., Killian, J.H., Morris, D. & Schultz, M. (2009). Act small think big:  Driving culture change from the trenches. Panel discussion presented at the Society of Industrial and Organizational Psychology's 24th Annual Conference in New Orleans, LA.

Killian, J.H., Clampett, A., Martin, M.A., Najar, M. Preston, L.A. (2009).  I/O Psychologist as change agent: Lessons from the trenches. Panel discussion presented at the Society of Industrial and Organizational Psychology's 24th Annual Conference in New Orleans, LA.

Shalhoop, J.S., Landis, B.D. and Killian, J.H., (2008).  Global Selection Systems: Case Studies and Lessons Learned.  Symposium to be presented at the Society of Industrial and Organizational Psychology's 23rd Annual Conference in San Francisco, CA.

Killian, J.H. (2008). Hiring right in any economy.  Transport Topics, December Ed.

Hogan, J.C., Killian, J.H., Foster, J. (2008).  Hogan Safety Report Technical Manual. Hogan Assessment Systems, Inc.

Killian, J.H., Jacobs, R.R., Denning, D.L., Fortson, H.D., Quigley, A.M., & Schott, D.L. (2007).  Fear Factor: Personality Assessment in Public Sector Personnel Selection. Roundtable discussion presented at the Society of Industrial and Organizational Psychology's 22nd Annual Conference in New York, NY.

Killian, J.H., Elizondo, F. and Bourdeau, N. (2006) Validity of the Hogan Personality Inventory for Selecting Conductor, Engineer, Maintenance of Way Worker, and Track Worker at Carload Express, Inc.

Killian, J.H. & Blair, M.D. (2005).  Written Test Items: Toss ‘Em or Keep ‘Em?  What you need to know about removing versus keeping “bad” test items.  Paper presented at IPMAAC’s 29th Annual Conference on Personnel Assessment in Orlando, FL.

Ford, J.M., Hornick, C.W. & Killian, J.H. (2005).  Do You See What I See?: Are Different Rating Sources Evaluating the Same Thing?  Paper presented at IPMAAC’s 29th Annual Conference on Personnel Assessment in Orlando, FL.

Hansson, R. O., Killian, J. H., & Lynch, B. C. (2004). Cumulative Trauma Disorders and the Older Worker. In M. J. Sanders (Ed.). Management of Cumulative Trauma Disorders (2nd ed.). Butterworth-Heinemann Medical.

Killian, J.H., Casper, W.J., Sitzmann, T.M., Ellsbury, S.L., Burtrum, M. & Stephens, K. (2003).  Effects of Self-efficacy on Views of Future Work/Family Roles. Poster presented at the Society of Industrial and Organizational Psychology's 18th Annual Conference in Orlando, FL.

Killian, J.H. (2002).  The Future Is Now!  The Importance of Web-Based Organizational Assessments.  Presentation made to the Oklahoma Service Leaders discussing the benefits of technology in organizational training, assessment and surveys.

Killian, J. H., Hansson, R. O., & Lynch, B. C. (2001). Collaborative Relationships Among Older Workers: Compensating for Age-Related Deficits. Poster presented at the Society of Industrial and Organizational Psychology's 17th Annual Conference in Toronto, CAN.

Killian, J. H., Lynch, B. C. & Hansson, R. O. (2001). Relationships and Successful Aging in the Workplace. Poster presented at the Gerontological Society of America's 54th Annual Scientific Meeting in Chicago.

Killian, J. H., Hansson, R. O., & Lynch, B. C. (2000). Collaborative Relationships and the Aging Worker.  Paper presented at the University of Tulsa’s Doctoral Research Symposium.

Asclaon, M.E., Killian J.H., Rutell, E.& Beres, R. (2000).  Job Analysis for Tulsa County Library System, Reference Librarian Position.