Writing

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.