My book, Outside In: The Power of Putting Customers at the Center of Your Business, helps business leaders understand the financial benefits of great customer experiences — and how their organizations must change in order to deliver them. For more on Outside In, visit: amzn.to/1aPyX0C
I'm an independent customer experience consultant with expertise in human-centered design, journey mapping, marketing, and branding. I help executives co-create innovative products, services, and experiences that truly matter — for their customers, for their employees, and for their business.
My ideas, analysis, and opinions have appeared on sites like Harvard Business Review, The Wall Street Journal, Fast Company, Forbes, USA Today, and Advertising Age. I contribute a regular column to Touchpoint, the journal published by the global Service Design Network
I'm a frequent keynote speaker at public conferences and private corporate events around the world.
