Blog & Resources

speaking

What You Need to Know to Reduce Customer Effort in 2019

It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is ...
reduce customer effort

Focusing on Customers: Lessons from Medellin

I admit I was nervous. Growing up in the 1980’s and 90’s, the only association with the city of Medellin or the country of Colombia was hearing about the violence on the news. The violence is what made the news, ...

Key Insights from Next Generation Customer Experience: Day One

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, ...

Real-Time Audience Feedback

I had the honor of speaking at SOBCon conference for entrepreneurs hosted by Terry "Starbucker" St. Marie and Liz Strauss this weekend. The theme of the event this year was the "Customer-Centered Business" and each speaker was asked to focus ...

TED's Awesome Experience

Last week, I was honored and excited and totally, completely-out-of-my-mind nervous to be a speaker at TEDx Naperville, the independently organized local TED event. It was thrilling. While it was a pretty amazing experience as a speaker (I discussed micromoments), ...

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