A customer does not trust at scale. Trust forms through moments of clarity, fairness, progress, and human judgment. I help leaders see those moments before the outcome appears in the numbers.
Customers feel the extra step. Employees hear the complaint. I help leaders use that experience before they make the next decision.
Some questions belong on a stage. Others need time with the people responsible for the choice. Tell me what your audience or organization is facing.
See how I can helpI have spent my career helping organizations grow without losing sight of the people they serve.
I am a customer experience strategist, author, and global keynote speaker. For 35 years, I have helped organizations understand the people inside the systems they build.
I have led customer experience strategy for brands including FedEx, McDonald’s, AT&T, and Intuit. In my books, keynotes, films, and conversations, I share what I have learned. The purpose has remained the same: help organizations grow without losing sight of the people who depend on them.
I began in digital experience, marketing, service, and organizational change. Again and again, I found the same distance between what an organization measured and what its customers and employees were already living.
I began sharing those lessons through books, keynotes, films, interviews, and CX in the Wild. Across countries and industries, the technology changed. The human questions did not.
I compare customer language, public evidence, employee conditions, and AI answers so leaders can understand what people are coming to believe before the outcome appears in the dashboard.
The Global Experience Ecosystem connects research, education, recognition, community, creative work, guidance, lived experience, and media. What one person learns should change what the next person thinks.
I speak with business, government, and professional audiences about customer belief, trust, AI, service, and the decisions that shape daily life.
My books and Academy courses give practitioners language for what they already know and a path for developing their judgment.
I created the Global CX Alliance so practitioners can learn from one another, prove their work, and take their credibility beyond one company or market.
The Global Experience Ecosystem connects intelligence, learning, recognition, community, creative work, guidance, lived experience, and media. Each part can stand on its own. Together, they allow what one person discovers to strengthen what another person can do.
I write so another person can take the thought further than I did.
Laying Golden Eggs began with the value of lived knowledge. Long Live CX examined what customer experience needs in order to grow as a profession. Shrink to Human asks what happens to people when the systems around them keep scaling.
See the customer, the employee, and the leader inside systems built for scale.
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Strengthen customer experience as a profession people can explain, practice, and sustain.
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The Academy study guides and professional handbooks take the ideas into specific disciplines. The Portuguese edition makes Long Live CX available to another community of practitioners.
Own the time between teams, so no customer has to start over.
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Find the person inside the data and bring their words to the decision.
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See how customer belief affects revenue.
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Belief economics and long-run customer value.
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The Portuguese edition of Long Live CX.
View on AmazonFilms, podcasts, and public conversations for people who want to use the ideas in their own work.
I use film, audio, and public conversation to share what customers, employees, and leaders are teaching me about the systems people depend on every day.
Begin with the three-minute introduction to Agentic CX, or browse the full channel for lessons, keynotes, and conversations.
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I speak with customer experience leaders from different countries and industries about the decisions, challenges, and lessons behind their work.
Each option reaches me or my team directly.
The Work with me page will shape the questions around what you need and explain what I will do with your answers.
Work with meKeynotes, interviews, and public conversations across countries, industries, and years of work.
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WatchThe beginning of the Global CX Alliance, the CX Summit stage, and the public introduction of Shrink to Human.
Keynote: “O produto é a experiência.” Customer experience as the product for Brazil’s food retail industry.
Keynote on leadership, AI, and trust in the future of customer experience.
Keynote on AI, omnichannel strategy, and CX leadership; Advisory Board Member.
Keynote on the ASEAN macroeconomic outlook and the future of manufacturing.
Featured speaker on CX transformation, leadership, innovation, and customer engagement.
Startup Challenge speaker and contributor to the summit’s innovation discussions.
Conversation about sustainability, cities, and public trust.
Keynote Speaker, Chairman, Opening Chair, and Workshop Leader.
Keynote on empathy, innovation, and customer experience across cultures.
Judge, Host, and Chair of Judges.
Judge and Chair of Judges.
On-site media appearances and live recordings.
Keynote Speaker and Chairman on empathy, global connection, and AI-era customer experience.
Chairman, Host, Workshop Co-Presenter, and Day Chairman.
Workshop Leader on customer experience strategy and engagement.
Opening Keynote Speaker and Day 2 Chairman.
Host and emcee for discussions on digital customer experience and innovation.
Panel Speaker and Chairman for Reuters CX Events USA.
Session speaker on customer service and experience transformation.
Public appearance within the Expo customer experience program.
Podcast conversation about leadership, customer experience, and the international practice.
Conversation about customer experience and international engagement.
Recorded conversations on customer experience leadership, digital transformation, and product.
Keynote on customer experience and marketing leadership.
Keynote on CX leadership and customer-centered transformation.
Keynote on customer experience leadership across Latin America.
Virtual keynote on marketing for social change.
Host and emcee for customer experience strategy sessions.
Workshop Leader on customer experience design.
Featured live session participant and speaker.
Podcast conversation about customer experience and innovation.
Conversation about CX strategy and leadership.
Conversations about customer experience strategy, digital engagement, and the new customer relationship.
Conversations about marketing, leadership, experience innovation, and customer engagement.
Conversations about customer experience, social technology, data, and digital transformation.
Presenter for “Answering Complex Customer Questions in Real Time.”
Public appearance on innovation, branding, and digital engagement.
Conversations about customer experience, conversational AI, and customer communication.
Conversation about customer experience and conversational AI.
Conversation about customer experience strategy and leadership.
A public record of the organizations, awards, and independent rankings that have recognized my work.
Alchemer included me among its CX voices to follow in 2026.
View the Alchemer selection
Favikon ranked me third in its 2026 international selection.
View the Favikon ranking
Feedspot included me among its customer experience voices on X.
View the Feedspot list
Antony Martini included me in the independently curated Global CX 200.
View the Global CX 200
AmplifAI included me among its customer service leaders of 2025.
View the AmplifAI selection
Engati included me among its customer experience leaders to follow.
View the Engati selection
Engati included me in its international selection of brand ambassadors.
View the Engati selection
Krisp included me in its 2024 record of CX practitioners to follow.
View the Krisp selection
MartechView named me among its 2024 marketing contributors.
View the MartechView selection
CX Network included me among its customer experience voices to follow in 2023.
View the CX Network selection
8x8 included me in its 2023 customer experience selection.
View the 8x8 selection
Engati included me among its marketing voices to follow.
View the Engati selection
I received the 100 Eminent Global Influencers Award.
View the award record
SurveySensum included me in its international 2020 record.
View the SurveySensum list
Engati profiled me and named me among its leading customer experience voices.
View the Engati profile
Conversation.ai profiled me for my contribution to customer experience.
View the Conversation.ai profileI give keynotes, advise leaders, consult with organizations, and run ATLAS³ for questions existing reports cannot answer. Begin with the kind of help you need and the situation you are facing.
Choose the kind of work you need. The questions will change around your audience, decision, organization, or research question.
You can invite me to speak, ask for advice, bring me into your organization, or propose a media conversation.
Keynotes, workshops, moderated conversations, and leadership events.
Plan a speaking engagement DecisionA focused private session for an executive, founder, or leadership team facing an important choice.
Request an advisory session OrganizationBring customer language, employee experience, and business consequence into the decisions leaders make together.
Tell me about your organization MediaInterviews, podcasts, editorial conversations, and media participation.
Propose a media appearanceA keynote, workshop, or moderated conversation is shaped around the people attending and what they should understand, discuss, or change when the session ends.
I work with organizations when a speech or a single session is not enough. An engagement may combine consulting, leadership sessions, customer and employee evidence, mentoring, or teaching. I help people make better decisions and build the judgment to continue without me.
I work with leaders when customer language, employee conditions, technology, trust, and financial consequence must be understood before an important decision is made.
Choose the closest kind of conversation, then share what you know today.
Your first choice changes the questions that follow. You only need to answer what you know.
I will review what you share and reply about whether I can help and what a sensible next step might be.
People will still experience it one moment at a time.
