Execs In The Know

JULY 7, 2025

At Execs In The Know, we have the privilege of walking alongside some of the most dedicated, values-driven leaders in the customer experience (CX) space. His leadership reflects the very best of our CX community, and we’re excited to recognize this incredible milestone with him.

CX 85

CX Hospitality Hospitality Touchpoint 85

CX Accelerator

MAY 16, 2018

Considering the average life expectancy of a white bloke in the state of Tennessee is only 73.94 I’ve had an insatiable hunger ever since to learn everything I can about Customer Experience and to give knowledge back to the community. Van Customer Experience (and so much of life) is dependent on the perceptions of other people.

CX 203

CX Start-ups Gaming Education 203

CX Accelerator

JUNE 27, 2018

Customer Experience (CX) is all about creating positive perceptions. Doing this is especially hard when your customers are going through a tough time. Few would know this better than the team at Vanderbilt Children's Hospital in Nashville, Tennessee. Back To CX Accelerator Blog Who is your key stakeholder?

Hospitality 140

Hospitality Hospitality CX Gaming 140

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Stage Two, The Fence.

CX 182

CX Construction Customer-Centric Organization Contact Center 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. While there is certainly no perfect culture, there are those environments that give life to customer experience work, and those that make it nearly impossible. Stage Two, The Fence.

CX 182

CX Construction Customer-Centric Organization Contact Center 182

Execs In The Know

MARCH 21, 2023

Here’s the thing: Companies don’t deliver customer experiences — people do. A big thank you to Shannon for joining Execs In The Know in Austin and sharing her thought leadership with our community of CX leaders. Next stop for Customer Response Summit (CRS) – Nashville, Tennessee.

Hospitality 97

Hospitality Hospitality Contact Center CX 97

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.

Customer Experience 78

Customer Experience Net Promoter Score Engineering Manufacturing 78