Writing is one of my passions. In my childhood our local library was my escape from a small rural town in Pennsylvania to the world beyond. Today writing is a creative and intellectual outlet that I nurture and exercise regularly.
In addition to academic publications, I have been featured in USA Today, The Wall Street Journal, NasDaq, Quirk’s Marketing Research Review, Reuters, CRM Magazine, Automotive News, Detroit News, Hospitalitynet, and many other publication. I was featured in Survey Magazine as one of the “20 Researcher You Need to Know” and regular contribute to CXPA.
I am columnist and advisor for Customerthink writing monthly about issues around CX Strategy, Practice, and Technology. I also regularly write about the wonderful and sometimes bizarre life of a beach guy living in Northwest Arkansas on BvilleLife.com
Finally, I am working on a book on the topic of AgileCX™ which is an approach to extract more value out of Customer Experience initiatives quicker than what most can do today. It will also serve as a handbook for CX design based on real world experience. I hope to have that completed by early 2018.