Take a look at Customer Experience roles and you’ll see descriptions ranging from frontline customer support, managing teams of on/off shore support representatives, and community advocates that monitor and engage customers on owned & operated and 3rd party sites. Of all the definitions of CX that I’ve seen, I believe this one from Salesforce does […]

After years of analyzing millions of support contacts and Voice of Customer inputs across solopreneurs, SMBs, mid-market, and enterprise customer segments, I want to share a hard truth that often derails scaling Customer Experience programs: not all VOC is created equal. If you and your team have historically tossed all of your VOC and VOE […]

This post is for you to learn more about my operating principles, a brief view into who I am as a person and a professional, and examples of my work. Leadership Philosophy & Operating Principles I possess a balance between aggressive execution (Pioneer, Responsible, Flexible) and deep emotional intelligence (Trustworthy, Supportive, Cultivator). In addition to […]

It’s May 2026 and we’re all currently facing an uncomfortable tension driven by the current exuberance related to AI. Nearly every industry is under pressure to incorporate AI into everyday tasks, workflows, and decisions. As AI proliferates into every aspect of our personal and professional lives, we must delineate which tasks can be augmented by […]

Lately, I’ve been connecting some dots from things I’ve watched or heard in my formative years with what’s going on today. Maybe it’s my way of making things easier for my brain to process, or maybe I’m doing the opposite and over thinking things. Regardless, I’ve been talking about this clip from Friends with coworkers, […]