Sharing perspectives on modern customer experience leadership through conferences, podcasts, and industry publications.
Customer Contact Week, Nashville
Exploring the intersection of AI capabilities and human expertise in delivering exceptional customer experiences.
Boldr
How to prepare your customer experience operations for peak demand and unexpected challenges.
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Stonly
Contributing author to comprehensive guide on modern customer service leadership.
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Supportive: Helping CX Teams Rise
Deep dive into steering your career through uncertainty and how experience in support translates across all departments.
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Happy to Help
Insights about CX fresh from Elevate CX Denver, alongside several peers in the industry.
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Elevate Summit, Denver
Practical strategies for leading support teams through mergers and acquisitions.
Support Driven Leadership Summit, Philadelphia
Practical strategies for leading support teams through mergers and acquisitions.
Stonly
Strategies for maximizing support team impact while managing resource constraints.
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The Startup Smoothie
A conversation about finding joy in work, building in Zendesk, and navigating uncertainty.
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Stonly
Featured contributor sharing insights on support leadership priorities.
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Stonly
Rethinking traditional support metrics for modern, outcome-driven operations.
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Customer Experience Leaders Chat
Lessons from building support operations at a high-growth delivery platform.
Elevate Summit, Austin
The case for dedicated support operations as a strategic function.
SupConf, New York City
An empathy-forward approach to parting ways with abusive customers.
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UserConf, Portland
A case study in applying Lean principles to project management in support.
I speak on topics including support operations strategy, AI and human partnership in CX, metrics that matter, and building resilient support organizations.
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