Archives: CX

Customer Advocacy and the Science of Emotion

I spent yesterday at advocamp, a really fun, educational and¬†interesting event aimed at marketers who want to market products, and engage with customers, differently than the traditional ways – including through advocacy. As a raging customer advocate, I’m always interested in seeing how different disciplines approach their core work from an advocacy perspective. I spoke • Read More »


Macy’s Holiday and Mobile CX

If you read my updates, you know I give a lot of thought to the¬†mobile customer experience. Especially for traditional industries (retail, health care, entertainment) where my clients exist. Really interesting article on Macy’s holiday performance. See Forbes article I spent the morning with more brilliant people who are designing great mobile retail experiences, and • Read More »