Whether you are working on something big, exploring an idea, or just not sure yet what you need, I want to have that conversation. I take that seriously.
Tell me what you are working on. I read every submission personally and make sure it gets to the right place.
If you have ever walked out of a board meeting knowing CX mattered but unable to prove it in the language the room was using, this is for you. A working guide used by leaders across the world to get customer experience on the balance sheet where it belongs.
Moving beyond NPS and CSAT to the metrics that drive profitability: Revenue Per Customer, Lifetime Value, churn reduction, and cost-to-serve efficiency.
How to build CX teams that generate revenue and expand markets, with AI built into how they work.
Compensation and performance models that link incentives directly to profitability, not satisfaction scores.
Connecting CX to sales so it drives revenue, not just satisfaction scores. How to make the case and execute it.
Running CX across markets and cultures without losing consistency or relevance in any of them.
