NYT + USA Today Bestseller. Global thought leader #customerexperience science + practice. #CX #Strategy #analytics (views+data = mine) (problems = yours)
NJ + United Lounge
Joined November 2016
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Employees make products + services you sell to customers resulting in the making of your brand. Manage all 4 experiences together = value multiples not possible when managing individually. That’s what #experience #Management #xm is all about. Call the below the Experience Onion.
It appears that contact center games are alive and well in 2026! Called @Vanguard_Group with a simple request. 8+ minutes in the agent transfers me and the new agent “cannot hear me” and ends the call. Because now that 8m doesn’t count against AHT. Terrible #CustomerExperience
Luke Williams retweeted
Liz, we’ve seen footage like that a million times.
You made sure we saw that—and nothing else.
It’s the other stuff—what you deliberately hid from us—that we find so upsetting.
Nice try.
P.S. How many of these guys are feds? (As if you’d ever tell us).
Turns out I know some famous people. Congrats, @marinakoren!
Jazz owner Ryan Smith on bringing an NHL team to Utah: ‘We just see hockey fitting in perfectly’
Would love an @NHL team in SLC. Immediate rivalries with Colorado, Vegas and maybe tech spots like SJ and Seattle.
Folks in Quebec, don’t kill me. sltrib.com/sports/jazz/2023/…
Don’t worry @united it turns out you didn’t have any food on the plane to sell either! Ingenious!
Also the wifi was spotty at best.
Hey @united what’s the wisdom of parking a SEA>EWR flight w 5:26am boarding in the S gates where no resources open before the plane boards? Versus A gates? Just want a whole plane of grumpy, hungry people?
Hey @united what’s the wisdom of parking a SEA>EWR flight w 5:26am boarding in the S gates where no resources open before the plane boards? Versus A gates? Just want a whole plane of grumpy, hungry people?
Follow links. Learn stuff. Make money. #datascience linkedin.com/feed/update/urn…
All hail, Lord of Beef. @steak_umm
A fascinating decline from one of the best #Brands in the airline industry. Once considered a leader in #customerexperience #cx I wonder if this debacle and ensuing employee treatment will hurt them long term.
I am occasionally thankful for the internet as it sometimes serves me up stuff like this. #Thanksgiving
My assumption is that people will be inclined to drink the same amount but all before the match, increasing likelihood of the drunken mess they seek to avoid. #FIFAWorldCupQatar2022 #FIFAWorldCup
npr.org/2022/11/18/113761267…
Luke Williams retweeted
nothing like a suspicious 2 billion dollar #powerball mystery to bring the nation together
I made eggplant parm tonight for family dinner. The true quality measure of dinner success is if you can turn 3 members of your perfectly-nice family into selfish ghouls who protect their serving like the Ring of Power. #Sunday #dinner #qualityassurance