I help companies deliver extraordinary performance (growth and profits) by focusing on customer success. I contribute regularly to the e-magazine The Next Ten Years (www.nextten.media) where I focus on the implications of running a successful customer-centric business and bringing everyone on the journey with you. I’ve spent most of my 40-year career helping companies transform the way they do business through better strategies, change management and technology, with a relentless focus on the customer.
Leader's Guide to Contact Center Excellence
Plan smarter with this ultimate guide to contact center management and technology. Learn how to reduce agent turnover, win talent, and tap into emerging tech trends. Don't miss: 6 talent and ops strategies.
Customer Success: The North Star for CX Leaders
CustomerThink research finds just 25% of Customer Experience (CX) initiatives can show business value. Explore how Customer Success can be used as a "North Star" to create value for your customers and improve CX ROI.