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In the midst of a digital revolution, every industry is undergoing a transformative shift. Brands are actively seeking visionary leaders who can guide them into this uncharted future. These leaders, reminiscent of figures like Steve Jobs, possess a unique blend of foresight, resilience, and charisma. However, a challenge arises as many such trailblazers find it difficult to sustain their roles beyond a year and a half. It becomes imperative for us to understand and appreciate their distinct perspectives and contributions.

A little bit about me...

I'm a father of four amazing humans, former D1 Wrestler, who has spent the last 24+ years delivering award-winning omni-channel Customer Experience (CX) and thought leadership in digital transformation, retail (e-commerce), intelligent enterprise, and design thinking.

When I started my career combining psychology and computer science, it was hard to imagine a day when CX would be seen as the strategic differentiator for Blue Chip organizations. However, as that day approaches, it's important that we as a community work together to prepare, share and lift each other. Therefore, this site is devoted to the sharing of stories and lessons from a career leading global strategy and resources behind the transformation of legacy brands into award-winning digital-first customer(CX) and employee(EX) experiences.

My specialties include:

✔ BUSINESS STRATEGY & INNOVATION

✔ DIGITAL TRANSFORMATION

✔ CUSTOMER EXPERIENCE (CX)

✔ EMPLOYEE EXPERIENCE (EX) + CULTURE

Like any good parent, I enjoy sharing my life experiences, lessons, failures, and wisdom for the next generation. However, rather than exclusively being a single point of view, presentations leverage 500+ interviews of CX leaders around the globe to connect patterns and trends as we grow together.

The hope is that through these short lessons, a new or aspiring leader can collect ideas to consider for how to meet constantly evolving customer expectations, lead their organizations, and inspire the people who choose to follow them.

Recent Post (22 total)

Layers of a Design System

What goes into a scalable design platform.

Roles of Customer Experience

The roles included in a modern customer experience organization.

3 Dones

A framework of talk about the value of work

Like a farmer, I love to plant seeds, nurture them and eventually watch them bloom into a harvest.

However, unlike a farmer, my seeds are product & service ideas.

I nurture these ideas with the tactics to transform an organization into fertile innovation ground and look forward to a day when they may bloom into fruitful companies/initiatives.

Recent Ideas (6 total)

Bloom

An AI Based Labor Performance Management

Turning around GNC

A proposal to turn around the worlds leading sports supplements company.

Saving a CPG Icon

A proposal to turn reinvent an American icon by focusing on CX

A hammer can not build a house on its own. It takes a craftsman who knows how they use it properly.

The last 24+ years, have given me experience & confidence in the craft I've chosen. This has brought blessings personally & professionally. I wish the same to you!

So... rather than keeping all the hammers to myself, I want to share them for your unlimited use.

Recent Murals (12 total)

Journey Map

Identify pain & opportunities for a service across multiple persona

Opportunity Canvas

Align your resources under a common purpose, goal & plan

Press Release Canvas

Work backwards by starting a defining the story people will say

Over the last 10 years, I've had the privilege of speaking to over 40,000 people across 5 continents and teaching at World Class Institutions.

As someone who created his own professional path, doesn't have a prestigious degree, and experiences Neurodiversity on a daily basis, I'm constantly amazed and thankful for those who gave their time to join me at some of the world's largest stages.