Videos

 
 

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

What Is A CX Strategy?

 
 

Highlights

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

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The Customer is More Disruptive Than Technology

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Empow(h)er: Women in Leadership

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Quantifying CX Within Sales

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The Growth Engine for B2B? Deliver B2C Customer Experiences

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Unifying the Customer Ecosystem

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Customer-Centricity as a Profitable Strategy

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Why CS Orgs Struggle to Be Viewed as a Growth Engine

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Measuring the Impact of Client Experience on Global Payments

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The Acronym Soup: Balancing Customer Success and Company Success

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

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Architecting an Effortless and Unified Client Experience

 
 
 
 

Podcasts

 

Maximizing CX Within Sales

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Out Loud: Live from OpenTalk

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What Is a Customer Experience Strategy?

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Client Journey Mapping

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FinTech Speak: Interviews with FinServ and FinTech Experts

 
 
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Improving the Customer Experience

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A New Name for Client Experience?

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2018 Customer Success and Customer Experience Trends Roundup Interview

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Why is the Customer Absent From the Company?

 
 
 

Awards

 
 
 

Publications

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 Audience Experience for TEDx San Francisco