Pocket CCO

Absolutely adore any chance I get to speak with the one and only @VikkiRossWrites. Joined her for her podcast "A Word With..." to chat about brand, virality, CX, and concerts. Listen in on our conversation...

Putting ideas into the world is terrifying but the support and validation I've received for the Customer Trust Equation and Customer Trust Infrastructure have been wonderful. It will take all of us CX pros to face and fix the trust recession.

This is why I wish more business schools actually taught CX. So many programs do a quick class that discusses a funnel or flywheel or customer journey map and that's it. And what does this lack of education do? It means this kind of work is shocking instead of the standard.

@IllustratorVG @ThatChristinaG 🫶

@ThatChristinaG Mine. Keepsies, no take backs!

Born to be a Gibson Girl or be painted by John Singer Sargent, forced to be in the poorly written dystopian novel that is the 2020s.

That part.

What’s Working in #SocialMedia in 2026 - Backed by 20+ #Experts 🔥 hotinsocialmedia.com/2026-social-me… @NealSchaffer @SociallySorted @crestodina @VirginiaZuloaga @Timothy_Hughes @ThatChristinaG @MarjiJSherman @lilachbullock @jeffkorhan @TedRubin @StephanieNelson @kerijaehnig @DonnalMoritz

Screaming, crying, throwing up.... MY BOOK IS A FINALIST FOR THE FOREWORD INDIES!!!!!!!!! Special thanks to my publisher, @KoganPage, for all their support and help throughout my book journey.

Trust is at an all-time low, and brands are still struggling to turn what feels ephemeral into something actionable. So I made it an equation. Trust = Consistency + Response + Connection + Value − Friction.

Correct 💅

No matter what is happening in tech, it's crucial to not forget about the customer. Thanks to @Favikon_ for featuring so many incredible CS pros!

Chasing the Monday blues away with the news that my book won another award. Your girl is collecting. 💅

The "something big is coming" prediction might be right, it might be wrong. It, however, is 100% stoking fear for his own personal monetary gain.

Them: what's your dream job? Introverts:

As many of you know, the Ad Bowl is my Super Bowl, and I always have thoughts. In my latest for @CampaignLiveUS, I break down which brands nailed it, which were lazy, and why Bad Bunny won in the end.

The problem with community growth at all costs is that you usually see a decline in member value as you scale. This is what I call the Community Paradox. For my latest @PocketCCO, I discuss what this means for brands, communities, and how to maintain value.

Told ya 💅

We talk a lot about what is broken in marketing, but there is still so much incredible work that should be seen and recognized. This was a much-needed reminder for me, and I found it refreshing to be a juror for this year's @CampaignLiveUS Agency of the Year Awards.

As we incorporate more and more AI into our work, it's crucial for us to examine the customer experience through their eyes. We should do more than incorporate tech. We must ensure it actually improves the customer experience.

Excited to be speaking at @dotpenji's Digital Cut with my talk - > Unautomatable: How Customer Relationships Thrive in a Tech-Driven World As tech scales, human connection doesn’t become less important. It becomes priceless. Hope to see you there!