CXPA Book of Knowledge

Contact Details

Marietta, GA

Social Links


CX Roots—I got my start in CX at IBM where I helped launch the company's first customer experience practice in 1999. (Back then, we called it 'experience architecture' to fit in better with the techies.) Lou Carbone introduced me to the world of customer experience and Steve Haeckel taught me about design thinking and how to adjust the back-end of a business so that its front end delivers a better experience.

CX Experience—I've worked with service, retail, B2B, and industrial brands all over the world (26 countries, 100 cities, 500+ clients). About 2/3 of my time is spent designing, consulting, and coaching. The other 1/3 is spent speaking.

StoryMiners—is the name of the management consultancy I co-founded in 2002. Over the years, we've developed many tools and techniques to help meet clients' needs. The most frequent questions we are asked include: "Where to?" and "What's next?" Leaders want to know where they're going, how to get there, and how to enlist the willing support of their teams. We use Experience Design to help create clarity about the future and Story (it's in our name ;-) to help people understand their role in what's coming. We typically work with clients after they've gathered some data and before they've made their big decisions on real estate or technology, or done any training.

Specialties/Keywords—Business Consulting, Strategy, Future Story, Experience Design, Service Design, Business Design, Customer Experience, Customer Service, Branding, Innovation, Storymining, Speaking, Facilitation, Consulting, Retail, Service, B2B, Industrial.


  • Consulting

Global Region

  • United States