Christmas Came Early!

“Christmas came early” was the subject of a recent email I received from friend/colleague, Rob Scruggs. Rob had just gotten his special bulk order of The Customer Experience Revolution directly from the publisher. Rob distributed the books at his company and started a little CX revolution of his own. I first met Rob in March […]


After almost six years, I am moving on from FICO. There were many things that attracted me to FICO (Fair Isaac Company). The analytic software solutions for the world, delivered via desktop, SaaS, cloud, mobile – almost every platform you could imagine and for all major markets – government, military, finance, healthcare, retail, etc. It […]

Team Personas and Experience Maps

Paul Brooks wrote this article for UX Magazine about developing personas for team. Personas are a stand-in for a group of people who share common goals. They are fictional representatives—archetypes based on the users’ behaviors, attitudes, and goals. Usually we make the distinction between Buyer Personas and User Personas where the Buyer is the person […]

50 Year Business Roadmap and Design Thinking

I was having lunch with a colleague – catching up on family and his new gig, when we got on a conversation about the difference in US and Japanese business cultures (he has spent the last 25 years working in both). One thing in particular that stood out to me was that Japanese companies have […]

The Comic Con Experience

There were a lot of people this year! Since its beginnings in 1970, Comic-Con International: San Diego has grown into the world-wide phenomena of over 130,000 comics, movie, and science fiction fans, geeks, and nerds descending on the San Diego Convention Center for a multi-day event featuring dealers, programs, panels, film screenings, and more. In […]

So what is the Difference between Customer Experience and User Experience?

This is one of the most frequent questions that Jeof and I get. If you have read our book or heard us speak than you know the short answer. For the record, I want to share the longer (and more academic) answer. Don Norman is most credited for coining the term User Experience while at […]

SDL Innovate 2014 Keynote Session – The Customer Experience Revolution

Jeofrey and I shared our aggregate views of what makes the best customer experience companies better, different, more profitable and sustainable at the SDL Innovate 2014 in San Francisco. We shared that these “Experience Makers” dominate their industries and change customers’ lives. We shared insights about leadership, best practices and decision making, based on the interviews […]

Designing Experiences for E-Commerce Shoppers

The Nielsen Norman Group has identified five types of e-commerce shoppers: Product-focused shoppers know exactly what they want. They only want to locate the product, confirm it’s the right one, and buy it. Some don’t even look at product descriptions at all – a quick look at the name and picture confirms that the product […]

Color and Designing the Customer Experience – Some Basics

About 50% of our brain’s pathways are devoted to vision. Our retinas contain 150 million light-sensitive rod and cone cells that connect to the brain. The neurons in our brain devoted to visual processing number in the hundreds of millions and take up about 30 percent of the cortex, as compared with 8 percent for […]

The Customer Experience Revolution – The Trailer

It has been an exciting year for Jeof and I and The Customer Experience Revolution this month. We had a great time as Closing Keynotes at SDL Innovate 2014 in San Francisco, the book went into a third printing, and Brigantine Media just released this trailer.