Shaping the X-perience: World Cafe Event

As chair of the Technology Association of Georgia CRM & CX Society – I help coordinate and moderate quarterly events for Atlanta across a broad range of customer topics. One of our favorite this year was a round table world cafe style workshop over dinner. We partnered with the Association of Change Management professionals to solve problems with our community SMEs on Customer, Experience and Change Management. Each of our


Consulting Magazine’s Thirty Five under 35 Rising Star of the Profession

At 28, awarded ‘Excellence in Leadership’ in Consulting Magazine’s annual Thirty Five under 35 rising stars of the profession. Magazine: Featured publication front page | Lydia’s Spotlight Invited to accept the award with a speech at a gala event in Chicago. 200+ people attended Consulting Magazine’s Third Annual Rising Stars of the Profession Awards Dinner at the W Chicago City Center. Gala: Event pics …and got a private tour of

Futuristic Product / Journey decision machine

Making Strategic and Operational Product Decisions Using the Voice of the Customer

A systematic approach to listening to customers and organizing their feedback can improve business strategy and uncover opportunities. Today’s companies are directing more attention to the customer experience. You may be wondering: How can my organization and I use the “Voice of the Customer” (VoC) to make product decisions? Where could it help in product management processes? Who should own VoC? How can we use it to make consistently aligned

Geocacher in the office

A Geocacher’s Guide to Consulting

A successful consulting engagement is like a geocaching treasure hunt. By identifying goals, determining approach with the big picture in mind, tracking progress while mitigating issues, and problem solving elegantly, we can zero in on the reward. Read more here.

Customer-centric culture dimensions

The Science Behind a Customer-Centric Culture

Leverage this framework to make lasting, customer-centric organizational changes. More choices and heightened expectations have changed the rules of customer engagement. Creating a customer-centric culture has never been more necessary—or overwhelming. In fact, according to SDL’s Global CX Wakeup Call report, nearly half of customers can’t remember having a recent successful customer experience. Today’s customers (and employees) require organizations to go above and beyond to earn, grow, and nurture their

Inman family wedding vows

Paper Phoenix Weddings

Art, design and calligraphy studio specializing in stationery, prints, and reinvention. Powered by a drive to do something that makes the world more beautiful. Here is an example wedding vow print. Learn more here.