Video Sound Bites (< 2 min.)

 

 

Recent Keynotes

A Candid Chat About Employee Investment as a Driving Force for Customer Loyalty

The Customer is More Disruptive Than Technology

Empow(h)er: Women in Leadership

Quantifying CX Within Sales

The Growth Engine for B2B? Deliver B2C Customer Experiences

Unifying the Customer Ecosystem

Customer-Centricity as a Profitable Strategy

Why CS Orgs Struggle to Be Viewed as a Growth Engine

Measuring the Impact of Client Experience on Global Payments

The Acronym Soup: Balancing Customer Success and Company Success

Selling the Customer Value Story to the C-Suite in Highly Regulated Industries

Architecting an Effortless and Unified Client Experience

 
 
 

 

Recent Podcasts

 

Maximizing CX Within Sales

Out Loud: Live from OpenTalk

What Is a Customer Experience Strategy?

Client Journey Mapping

FinTech Speak: Interviews with FinServ and FinTech Experts

 
 

Improving the Customer Experience

A New Name for Client Experience?

2018 Customer Success and Customer Experience Trends Roundup Interview

Why is the Customer Absent From the Company?

 
 

 
 

 

Publications

Featured cover story and co-author of “Customer-Facing Compensation, Outcomes, And The Ignoble Definition of Culture” in Software Executive Magazine

Interviewed as Leadership SME for Sarah E. Brown's book, "Power to the Startup People"

Key contributor to "Top Experts Create the Ultimate Customer Success Playbook”. The playbook is a hands-on troubleshooting guide for customer success managers and CS leaders. (Userlane)

Key contributor to "How to Provide a Delightful Customer Service Experience."  Collaboration via ProProfs Chat.

Interviewed as Client Experience SME for Kerry Bodine's next book, with publication due late 2018. Kerry is author of, "Outside In: The Power of Putting Customers at the Center of Your Business"

Quoted contributor (#1) as a Customer Success Expert. Publication details 12 actionable way to lower churn, onboard users, and turn customers into advocates. (Intercom)
 

 

 

Head of Experience for TEDx San Francisco

As a member of the leadership team, this role is centered on architecting, organizing, and executing experience-based events to further the TED mission of "Ideas Worth Spreading."