Change isn't coming, it is here now, and uncertainty is our new way of life. This is a PROBLEM because we are addicted to making life PREDICTABLE.
PREDICTABILITY kills innovation and flirts with mediocrity. We need other outlets for creative and critical thinking.
I invite you to discover in a new way to PLAY.
I started my involvement in social change movements at college, and I have spoken & volunteered for dozens of worthwhile organizations and causes. I'm committed to gender equity, race & non-violence, LGBTQ rights and access to healthcare.
I have been 'philosophizing' & communicating about topics my entire life, just ask my Mom. I have also written extensively on professional topics, but never about myself. As the Host of The P Word Show, I will do this more, which is something new and, also, energizing for me.
My work as an Innovator is my greatest passion. Whether improving the performance of my clients' businesses for the past 25 years, as the CEO of AboutFace, or nurturing start-ups into clever ventures, I am driven to solve the most mind-numbing problems we have in our human experience.
Early in the CX field, I created Advanced Customer Experience Strategy (ACES), which helps senior leaders create a full strategic plan for their companies.
Most recently, I noticed that it would take about 5 years and 3 - 5 million dollars to become a customer-driven company, so I came up with Customer ForensiX. As a game and a strategy, CFX applies the science of forensics to engage teams in the collection, examination and analysis of evidence to solve customer problems. Now companies have the same transformation in half the time & budget.
During my career, I have worked on every type of research project under the sun. If you have a question, I know how to unearth the answer.
In the beginning, secret shopping or mystery shopping was my focus, and it is the form of research I get the most questions about - if it interests you, as a shopper or as a client, head over and learn more.
Behavior change was my first competency. With a degree in Training & Development and experience designing experiential learning, I began my career creating programs that took adult education to a new level, generating ROI by linking training to behavioral improvement by measuring & reinforcing to 'habitualize' the best practices taught in training.
I have to give credit to those who came before me. Truth is, Pavlov & Maslow taught me almost everything I know.
I am working on my Future's Thinking certificate from Stanford University (through Coursera); certification should be complete by 2021.
This is exciting, as I will combine my experience with a new skill set to solve bigger problems & foster more dramatic change.
And the story continues . . .