Video Sound Bites (< 2 min.)

Think like a Customer, Communicate like a CFO, and Stop Being Lazy

What Is A CX Strategy?



Recent Engagements

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?





Featured cover story article 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"

Cover story article and co-author of “Direct Communication and Employee Experience” in Customer Experience Magazine, UK

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)



Former Head of Attendee Experience for TEDx San Francisco