New Title
Superficial customer-centricity and old-school CX can’t move the needle. Customer Excellence will.
AI, Digital Democratization, and Experiential Commerce are here. The time is now for Customer Excellence, where CMOs, marketers, and CX pros can unite to turn customer-centricity and customer experience into deeply differentiating strategic assets, organic to corporate success formulas, and the structural and systemic mechanisms that earn preferential positions in the hearts, minds, and lives of today's discerning customers.
Author.
Practitioner.
Keynote Speaker.
Trusted Partner.
Pioneering Customer Excellence to unlock the differentiating and preferential power of customer-centricity and customer experience at enterprise and global scale.

"I do ONE thing: Customer Excellence. Borne of my real-world experience and driven by passion, at the intersection of marketing, sales, and customer experience, this unifying force is about building brand-aligned systems that bring customer-centricity and customer experience to enterprise and global scale. This is for serious companies engaged in intensely competitive markets where the stakes are high for customers, employees, shareholders, and the companies themselves."
“Brands are no longer defined solely by their proficiency in messaging, creative acumen, advertising prowess, or cunning in selecting the ‘right’ social media influencers. They are defined most authentically by the perceptions of customers derived from their lived experiences." —The Customer Excellence Enterprise
We set out to close a gap.
We ended up creating a category.
We began writing a book to solve the persistent challenges of customer-centricity and customer experience—and ended up creating Customer Excellence, a unifying force built for an intensely competitive world where customer expectations are in a perpetual state of evolution and elevation.

"We believe that the authentic purpose that companies are searching for is actually right in front of them: the obligation to help the customers they serve live their best lives." —The Customer Excellence Enterprise
Customer Excellence at the heart of every
interaction transforms the value exchange.
Experiences today are how brands express themselves. However, twenty-five years after the Experience Economy became a thing, why are exceptional experiences still so rare? These are the truths and questions that are the driving forces for CMOs, marketers and CX pros to embed Customer Excellence at the DNA level.