Are you a customer experience leader facing roadblocks when trying to get your initiatives approved?   In this episode, Mark delves into the power of trust with Charlie Green, co-author of "The Trusted Advisor," to uncover strategies for breaking through bureaucratic walls and fostering buy-in.   Key discussion points include:

• The importance of building strong relationships with your leaders and understanding their priorities.
• Why expediency can backfire and how taking the time to connect with stakeholders can save you time in the long run.
• The Three Levels of Listening: Learn to listen beyond the facts to uncover the context and emotional meaning behind what others say.
• The Trust Equation: Discover how credibility, reliability, intimacy, and self-orientation impact your trustworthiness and how to identify areas for improvement.
• Practical tips for building intimacy and creating a safe space for open communication.
• The significance of role-modeling trustworthiness as a leader.

Tune in to gain valuable insights on cultivating trust, overcoming resistance, and driving meaningful change within your organization.   Bonus: Charlie shares a link to a trust assessment tool that can help you identify opportunities to deepen trustworthiness.

• Link to TQ Assessment: https://trustsuite.trustedadvisor.com/

Other resources:

1. Building Trust with Key Stakeholders, The Delighted Customers Podcast with Charles H. Green - https://www.empoweredcx.com/podcast/episode/28000408/building-trust-with-key-stakeholders-author-charles-h-green

2. The Trusted Advisor (book) - https://qrcd.org/5RkY

3. The Four Trust Factors (book) - https://qrcd.org/5Rkc

4. The Trust Equation explained - Trust Matters Blog - https://qrcd.org/5Rkn

 

Meet Charlie:

Charles H. Green is an author, speaker and world expert on trust-based relationships and sales in complex businesses. Founder and CEO of Trusted Advisor Associates, he is author of Trust-based Selling, and co-author of The Trusted Advisor and the Trusted Advisor Fieldbook.  He has worked with a wide range of industries and functions globally. 

Charles works with complex organizations to improve trust in sales, internal trust between organizations, and trusted advisor relationships with external clients and customers. 

Charles spent 20 years in management consulting. He majored in philosophy (Columbia), and has an MBA (Harvard).  

A widely sought-after speaker, he has published articles in Harvard Business Review, Directorship Magazine, Management Consulting News, CPA Journal, American Lawyer, Investments and Wealth Monitor, and Commercial Lending Review.

 

More about Charlie: https://trustedadvisor.com/consultants/charles-h-green

 

How can leaders support their teams effectively without falling into the trap of fixing everything themselves?

Leah Marone is a psychotherapist with expertise in treating anxiety and mood disorders. She also works with athletes on performance anxiety issues, demonstrating her ability to understand and manage high-stress situations.

If you can relate, there are a ton of gems in this show, including:

1. What are some of the problems or ways that leaders lead that is the opposite of creating authentic spaces and solving?
2. How can leaders balance the need to control and deliver results with the approach of validating and empowering their employees?
3. What are the steps involved in transitioning from being a solver to a supporter as a leader, and how can these steps be applied in real-world scenarios?
4. How can leaders effectively inquire and motivate their employees while ensuring that they maintain ownership of their tasks?

And hey, did you catch our role-play experiment? That was like a masterclass in what not to do—Leah's advice saved the day by turning a "Ron-ian disaster" into a pathway to peace. 

Meet Leah

Leah Marone, MSW, LCSW, is a seasoned psychotherapist and corporate mental wellness consultant based in Charlotte, NC, with over 20 years of extensive experience. Leah received her Master's degree in clinical social work from the University of Texas at Austin, a top-ranked institution in social work education. She has conducted over 20,000 therapy sessions and contributed articles to reputable publications such as Psychology Today, The Atlantic, and Newsweek, earning recognition for her expertise in mental health.

Leah's personal journey as a former anxiety-ridden Division 1 basketball player fuels her passion for working with high-achieving individuals, often described as type A go-getters. She specializes in addressing internal pressures, imposter syndrome, perfectionism, and performance anxiety.

In her dual role as a mental wellness consultant and board member, Leah collaborates with both companies and nonprofits. Her areas of focus include anxiety and stress management, burnout prevention, boundary setting, mindfulness practices, effective communication, and emotional intelligence. Leah's holistic approach involves a thorough assessment of company culture to tailor her services, meeting organizations where they are and addressing their specific needs.

 Leah's innovative 5-step initiative underscores the significance of mental wellness organization-wide, identifying areas for growth and connection. This initiative aims to prevent high turnover, address burnout, and enhance overall collaboration and productivity.

 Leah has facilitated dozens wellness workshops for educators, leaders, and healthcare providers and has presented her acclaimed "Support, Don’t Solve" framework on prominent stages. Her inspirational keynotes provide practical tools for self-awareness that can be seamlessly integrated into busy schedules. Renowned for her expertise in boundary setting and resilience, Leah is a sought-after speaker for leadership groups. She addresses individuals navigating perpetual burnout, often fueled by relentless inner critics and the challenges of people-pleasing. Her insights offer a transformative guide for cultivating resilience and establishing healthy boundaries in demanding professional environments.

Beyond her professional commitments, Leah enjoys traveling, hiking, exercising, and working on her upcoming book slated for publication early next year. Additionally, she actively contributes as a coach for her daughter's club soccer team, showcasing her dedication to both personal and community well-being.

https://www.leahmarone.com/

 

 

Brad Smith, CCXP, who brings his extensive experience from working with major companies like Symantec, Yahoo, and Sage. Mark and Brad delve into the future of customer experience (CX) management and explore a variety of valuable tools that can be applied to enhance CX.

Brad shares actionable insights on hidden value, value realization versus value erosion, and introduces the concept of value mapping. He also discusses the importance of having a clear brand promise and how it plays a crucial role in delivering a cohesive customer experience.

Key topics covered in this episode include:

• The importance of leveraging a comprehensive CX toolkit, including techniques like empathy maps, journey maps, and value mapping.

• A detailed discussion on identifying and unlocking hidden value within a company by examining areas with high customer traffic, and differentiating between value realization and value erosion.

• A fascinating case study on Brad's work with AARP, showcasing how to diagnose and rectify systemic issues that lead to customer churn and operational inefficiencies.

• The concept of value mapping, its significance, and how it helps in uncovering friction points in customer experiences.

• The critical role of brand promises and how they should guide every interaction to ensure consistency and memorability.

• Insights into the symbiotic relationship between marketing and CX in delivering on the brand promise.

Meet Brad

Brad has had the privilege of leading organizations in their customer-centric transformation at Symantec, Yahoo!, and Sage as their CCO/CMO. Across his 30+ years of leadership, Brad has led global support and service functions for Oracle, Openwave, and Verisign as well as small start-ups. Leveraging decades of experience and insights gained from over 50 client engagements, he knows how to quickly identify, unlock and realize the trapped value concealed across any organization.

Currently, Brad is the President & Chairman of the Board of the Consortium for Service Innovation and through the work of the Consortium, has helped 100’s of customer service organizations innovate better business models to deliver deep value to their customers while better engaging their employees to grow their businesses. He is also one of their recognized Innovators.

Brad is also a Co-Founder and Tribal Advisor at TribeCX Ltd, an alumni member of the Forrester Chief Customer Executive Council, and the Chief Customer Officer (CCO) council, and a alumni Board Member (2018-2021) & recognized Innovator of Customer Experience Professional Association (CXPA). He is also a Certified Customer Experience Professional (CCXP).

He is a recognized thought leader in the Customer Experience and Service Innovation space and has published dozens of articles for various online publications including Forbes, New York Times, Fox Business, and Entrepreneur. He is a frequent keynote speaker across the CX and Customer Service industries.

Brad is home based in Irvine CA and is the Founder/President of Vector Business Navigation, Inc. – A customer experience/customer success transformation consulting provider - committed to mentoring inspired leaders to successfully navigate their CX ecosystems since 2015.

You can learn more about Brad here:

All things CX Considered Podcast with Bob Azman

The Conversational Podcast with Julie Roehm

Reasoned Podcast with Sabrina Meditz

I'm thrilled to host Dr. Maxie Schmidt, a principal analyst at Forrester's Customer Experience Practice. Maxie is a global thought leader in CX measurement and value for customers, and she dives into the significance of customer value metrics. From how companies can effectively measure what their customers truly value, to the intricacies of trust and co-creation, Maxie offers unparalleled insights that are sure to challenge conventional thinking and provide actionable strategies for CX leaders.

This conversation stands to be invaluable for anyone eager to foster stronger customer relationships and drive business success through customer-centric strategies.

Why You Should Listen:

• Learn about innovative approaches to measuring customer value.

• Understand how to build trust and maintain customer loyalty.

• Discover ways to co-create value with your customers.

• Gain actionable insights from a leading expert to elevate your customer experience strategies.

Key Questions:

1. What are customer value metrics, and why has measuring them been a challenge for companies?

   • Maxie provides a foundational understanding of customer value metrics and sheds light on common misconceptions in current measurement practices.

2. Can you explain the concept of co-creation of value with customers and provide practical examples?

   • Maxie explores the co-creation of value by using real-world scenarios, emphasizing the importance of customer engagement and mutual value generation.

3. What specific steps can companies take to better measure the value that customers perceive they are getting?

   • She discusses methodologies and strategies businesses can implement to accurately gauge the perceived value from the customer's perspective.

4. Why is it crucial for companies to understand their role in the customer's value network, and how can they identify where they should play?

   • Maxie elaborates on the need for companies to identify the right touchpoints in the customer journey, backed by examples like DBS and AARP, to ensure they are adding genuine value.

Tune in to this episode for a transformative conversation that promises to enhance your approach to customer experience and business growth.

Forrester Articles on Value:

• How we define value:
• https://www.forrester.com/blogs/value-for-customers-a-60-second-look-at-the-top-11-driver-categories/
• https://www.forrester.com/blogs/three-truths-about-value-for-customers-hint-you-cannot-deliver-it/
• Deeper dive into why companies cant “deliver” value: https://www.forrester.com/blogs/the-customer-is-neo-not-you/
• And here a recent piece on journeys and value: https://www.forrester.com/blogs/energize-your-journey-portfolio-optimize-journey-value-for-customers-and-the-business/

Meet Maxie!

Maxie Schmidt

VP, Principal Analyst

Forrester

Dr. Maxie Schmidt is a principal analyst in Forrester’s customer experience (CX) practice. She leads Forrester’s research on CX measurement and value for customer. In her role, she advises leaders on how to build effective CX measurement programs, make the case for CX, and cocreate value with customers. Maxie is a frequent keynote speaker at conferences and leads CX workshops at events.

Previous Work Experience

Before joining Forrester, Dr. Schmidt was a management consultant at Simon-Kucher & Partners. She led global engagements with firms across industries to improve products and pricing and to design pricing processes and governance. Prior to that, Maxie was an assistant professor of services management at the School of Business in Ingolstadt, Germany.

Education

Maxie earned her doctorate and taught as the chair of service management at the School of Business in Ingolstadt, Germany. She was awarded an Emerald Literati Best Paper Award for research on the frustration that customers experience in loyalty programs. She also published a book on optimizing the quality of customer interactions in contact centers.

When you think of combinations who comes to mind?

👉 Jobs and Wozniak?

👉 Proctor and Gamble?

👉 Hewlett and Packard?

When it comes to customer experience and one-to-one marketing, hands down, it's Don Peppers and Martha Rogers. They are the individuals behind the Peppers and Rogers brand.

Don has authored or co-authored eleven different business books, collectively selling more than a million copies in 18 languages. 

In 2022 Peppers and Rogers released the greatly revised and updated Fourth Edition of their graduate-level textbook and desk reference, Managing Customer Experience & Relationships (Wiley, 2022).

I had the chance to pick Don's brain about the intersection of AI and customer experience management. It was a lesson in how to think about the value customers expect and the value companies desire.

There were so many powerful insights including:

👉 Transforming Customer Interactions with AI:

Don highlighted how AI, especially generative AI, can revolutionize real-time, individualized customer interactions by analyzing emotional sentiment and providing empathetic, immediate responses.

👉 Rethink Success Metrics:

Don emphasized the importance of measuring success through customer-centric metrics like customer lifetime value (CLV) and proposed the innovative concept of 'Return on Customer (ROC)' as a more accurate gauge of business performance over traditional Return on Investment (ROI).

👉 Fostering Trust for Long-term Value:

A significant part of his message was about building trust with customers. Don stressed that maximizing customer value inherently requires businesses to always act in their customers’ best interest, nurturing trust and long-term relationships.

Don's vision and experience provide a roadmap for leveraging AI in creating truly personalized customer experiences. For more pearls of wisdom from Don Peppers, tune into the full episode of the Delighted Customers Podcast!

Meet Don Peppers

During the course of his career, Don has authored or co-authored eleven different business books, collectively selling more than a million copies in 18 languages. 

His first book, The One to One Future: Building Relationships One Customer at a Time (Doubleday, 1993), coauthored with business partner Martha Rogers, kick-started the Customer Relationship Management discipline (“CRM”), which has evolved over the years into the “customer experience” field. 

This is near and dear to my heart because I’ve had the blessing to teach customer relationship management at Michigan State in the first CXM Masters Degree program in North America.  

So you’ll have to understand, this is an extra special episode for me. To have the Tom Brady, the Wayne Gretzky, the Babe Ruth, and the Michael Jordan the GOAT on the show is a big deal.

Finally, In 2013 Don and Martha were inducted into the Data & Marketing Association’s Hall of Fame, along with their business colleague Seth Godin (Don wrote the foreword for Godin’s 1998 breakthrough book Permission Marketing). 

In 2022 Peppers and Rogers released the greatly revised and updated Fourth Edition of their graduate-level textbook and desk reference, Managing Customer Experience & Relationships (Wiley, 2022). As an Adjunct Professor of Marketing at Menlo College, Don teaches from this very textbook, and when time permits he Harvard Business Review articles:

• World Class Bull (May 2009), an HBR Case Study commentary, with Martha Rogers

• Is Your Company Ready for One-to-One Marketing? (Jan-Feb 1999), with Martha Rogers and Bob Dorf

• Do You Want to Keep Your Customers Forever? (Mar-Apr 1995), with Martha Rogers and B. Joseph Pine II  

 

'Duh' was a common phase when I was an adolescent.  Kids used it in a not-so-nice way to let the other person know that what they were stating was obvious. 

In all of my years in customer experience management, it never occurred to me to consider the impact of partnerships on CX.

If you think about it, it's a 'duh.'

On today's show, I'm excited to introduce Theresa Caragol, who has authored  Partnering Success: The Force Multiplier to Achieve Exponential Growth.

Theresa shares powerful insights on how to move beyond “random acts of partnering” and build intentional strategies that drive meaningful business outcomes.

We explore Achieve Unite’s three-part framework—talent development, ecosystem strategy, and profitable growth programs—and its role in fostering successful partnerships.

Other key topics include:

• Why strategic partnerships are essential to delivering exceptional customer experiences.
• Common misconceptions leaders have about partnerships and how to uncover gaps in their strategies.
• The concept of “partner lifetime value” versus “customer lifetime value” and the unique benefits of prioritizing it.

Tune in to learn how to create partnerships that not only fuel growth but also elevate your customer experience to the next level!

Show Notes:

• 2025 Partnering Trends: https://www.linkedin.com/pulse/2025-partnering-success-trends-theresa-caragol-bc7mf/?trackingId=O%2F4Y2pViSJa%2BFsYtopOTpw%3D%3D
• Link to what we would tell our younger selves: https://www.linkedin.com/pulse/letter-our-younger-selves-theresa-caragol-czzoe/?trackingId=01m35CVRRhuwhlMSwAbtyQ%3D%3D
• All the partnering success monthly editions https://www.linkedin.com/newsletters/6932307608557010944/
• Partnering Success book for order: https://theresacaragol.com/partnering-success-book/
• Press release Partnering success book: https://www.einpresswire.com/article/739586771/theresa-caragol-s-new-book-shows-how-strategic-partnerships-drive-today-s-business-success

Meet Theresa

Theresa Caragol is the Founder and CEO of AchieveUnite Inc. A visionary leader with over 20 years of experience in global partnerships and strategic alliances valued at $500M+. She has driven business growth across 50+ countries through innovative collaboration. Theresa is passionate about empowering leaders through growth, trust, and collaboration. With expertise in leadership development, emotional intelligence, and partnerships, Theresa has trained thousands in leadership, channel, and partnering best practices. She also designs programs for companies, associations, and universities.

A sought-after speaker and author of Partnering Success: The Force Multiplier to Achieve Exponential Growth (Amazon #1 New Release and best seller in 20+ categories), Theresa has held executive roles at Extreme Networks, Ciena, and Nortel. She holds an MBA, an Executive Master’s in Leadership, and an executive coaching certification.

In this thought-provoking episode of the Delighted Customer Show, we are thrilled to welcome back Marbue Brown, the visionary founder and CEO of Customer Obsession Advantage. An authoritative voice in the intersection of AI and customer experience (CX), Marbu has recently contributed to the bestselling book, "The AI Mindset: Thriving in Civilization's Next Big Disruption." 

Marbue discusses his chapter, "Transforming Customer Experience with AI Strategies and Innovation," where he refutes the common belief that AI-driven interactions lack personal touch. He shares insights on utilizing AI to tackle long-standing challenges in customer service, such as optimizing onboarding and training processes to improve proficiency and reduce costs. By leveraging AI to simulate training scenarios, companies are enhancing their customer support capabilities while drastically cutting their training times and expenses.

He shares real-world applications, highlighting how AI is revolutionizing business operations, especially in call centers, where quicker information aggregation and comprehensive customer journey insights are leading to improved agent performance and customer satisfaction scores. Marbu stresses the importance of selecting trustworthy AI providers and starting with clear use cases rather than getting lost in the technological allure.

Marbue also provides actionable advice for businesses, emphasizing maintaining an open mind and a learning posture towards AI opportunities while recounting his own enlightening experiences. I personally loved the example he shared about how Sam's Club is using AI to improve the checkout process for customers.

Tune in for a deeply insightful dialogue that addresses how AI can not only solve existing problems but also unleash new possibilities for businesses to thrive in the next big disruption.

Meet Marbue

B. A. Marbue Brown is author of the book Blueprint for Customer Obsession and the Founder and CEO of The Customer Obsession Advantage (customerobsession.net), a firm dedicated to helping companies achieve extraordinary business results through customer obsession. 

He is an accomplished customer experience (CX) executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. 

His expertise has been featured in premier media outlets, including The Wall Street Journal, The Washington Post, USA Today, Fox Business, CNN Business, CBS News, Yahoo! Finance, Forbes, The Baltimore Sun, The New York Post, Wharton Business Daily, and KTLA-TV.

The new book is The AI Mindset: Thriving in Civilization's Next Big Disruption.  You can find it here.

 

I'm excited to kick off season 3 with Rob Markey! It's his third time on the show, and I think you will see why I'm so excited about the insights he shares.

Rob is a Senior Lecturer at Harvard Business School and an Advisory Partner at Bain and Company. He’s widely known for his work on customer loyalty and the development of the Net Promoter Score and System. 🌟

In this episode, we explore Rob's journey and his current role at Harvard, including his innovative approach to teaching customer experience management.

Here are 3 key takeaways you won't want to miss:

🔍 Service Business Design: Learn how understanding customer needs and crafting a value proposition around those needs can drive business success. From extermination businesses to banking, effective service design is crucial.

📈 Customer and Employee Management Systems: Dive into the importance of customer management systems that help customers navigate the business model and employee management systems that elevate and empower employees to deliver exceptional service.

💡 Learning and Adapting: Discover the power of customer feedback and how companies can adapt, innovate, and grow even in the face of market changes and challenges. A great example discussed was the untapped potential in effectively responding to customer praise.

🌟 Special Highlight: Rob shares fascinating insights from his classroom experiences and practical exercises, like the customer compatibility exercise and letter-writing campaigns to service organizations. These exercises show the powerful impact of customer communication and feedback.

Don’t miss out on this episode packed with actionable insights and thought-provoking discussions on modern customer experience management! Tune in now and transform your CX strategy. 🎧🔥

#CustomerExperience #CX #BusinessStrategy #HarvardBusinessSchool #Leadership #CustomerLoyalty #Podcast #NetPromoterScore #MarkSlatin

Dr. Forrest Morgeson, Interim Chairperson of the Marketing Department, Associate Professor in the Department of Marketing at Michigan State University, and former Director of Research at the American Customer Satisfaction Index (ACSI). With over two decades of rigorous research and numerous publications in top marketing journals, Dr. Morgeson shares his deep insights into the cyclical relationship between customer satisfaction and the economy.

Discover how economic fluctuations, global events, and energy prices intricately affect customer contentment, and why satisfaction decreased pre-COVID only to rebound post-pandemic. Dr. Morgeson provides a critical analysis of the Biden administration's efforts to enhance citizen satisfaction through executive orders, exploring the complexities that set governmental services apart from the private sector.

Join the discussion on common misconceptions, the importance of correlating customer satisfaction with ROI, and the challenges businesses face in capturing accurate data on satisfaction and churn. Learn why optimizing, rather than maximizing, customer experience is key to outpacing competitors, and what strategies can improve satisfaction and earnings across different industries.

Tune in as Dr. Morgeson shares practical advice for business leaders and reflects on his own career journey, providing valuable nuggets of wisdom for anyone interested in customer experience and satisfaction metrics. Don’t miss this opportunity to gain expert knowledge from a leading authority in the field.

Subscribe to the Delighted Customers Podcast on Apple, Spotify, and Amazon Music, and leave a five-star review to help us spread the word. New episodes drop every Thursday!

For more information on the topics discussed, visit the Michigan State University's marketing department website.

 

Meet Dr. Morgeson

Forrest V. Morgeson III is Associate Professor in the Department of Marketing, Eli Broad College of Business, Michigan State University. He also serves as the Co-Director of the Doctoral Program in Marketing. Dr. Morgeson teaches marketing management, marketing strategy, and marketing research courses to graduate students. Dr. Morgeson’s past position was Director of Research at the American Customer Satisfaction Index (ACSI), where he managed ACSI’s academic research and team of researchers, advanced statistical modeling and analysis, and the company’s international projects and licensing program.

Dr. Morgeson’s research focuses on customer satisfaction and customer experience measurement and management. His work also explores the marketing-finance interface, the impact of political identity on consumer attitudes and behaviors, and the impact of information technology on customer service delivery (e-commerce and e-government). His highly cited research (4,349 citations on Google Scholar) has been published in the leading journals in marketing, including Journal of Marketing, Journal of Marketing Research, Marketing Science, Journal of International Business Studies, Journal of the Academy of Marketing Science, Harvard Business Review, Journal of Retailing, Journal of Service Research, International Journal of Research in Marketing, and Journal of International Marketing, along with several publications in the leading journals in public administration and management.

Dr. Morgeson has recently published two books: Citizen Satisfaction: Improving Government Performance, Efficiency, and Citizen Trust (Palgrave Macmillan, 2014), and The Reign of the Customer: Customer-Centric Approaches to Improving Satisfaction (Palgrave Macmillan, 2020). In addition, over the past 20 years

I first met Tom DeVries when he was giving a keynote at the 2024 CXM 360 Conference at Michigan State University. Tom took an unorthodox approach to the keynote by not talking for the first 5 minutes. What? Yup! He used non-verbals, videos, and audio cues to engage the audience.

Tom has built a successful design firm and has shifted his focus in the last 12 years to include customer experience. He is an expert in human-centered design and has worked with some of the biggest brands in the US.

He shares some invaluable wisdom in this episode including:

• CX Metrics vs. Genuine Improvement:
• Tom criticizes organizations for focusing too much on CX metrics rather than genuine improvements.
• Operational Changes for Better CX:
• He suggests that organizations should initiate changes at the operational level before implementing measurement systems.
• Transformative Change in CX:
• Tom speaks about the need for transformative change in CX.
• Adaptability in CX Roles:
• Tom notes the importance of learning how to learn and adapting quickly in the current business environment. How can CX leaders foster a culture of adaptability within their teams?
• Case Studies and Pilot Programs:
• Tom emphasizes using case studies and pilot programs to demonstrate CX improvements. He discusses some key elements that should be included in a case study to make it impactful
• Brand Behavior and Customer Perception:
• The episode discusses how a brand is defined by its behavior and how it is perceived through customer experiences.
• The episode touches on the idea that brands today compete for relationships rather than transactions. How can businesses effectively build and maintain strong relationships with their customers?
• Shifting from Mechanical to Ecosystem Thinking:
• He urges businesses to shift from mechanical to ecosystem thinking. In what ways can adopting an ecosystem mindset benefit an organization in today’s fast-paced environment?
• Storytelling in Brand Strategy:

The role of storytelling in brand strategy is highlighted in the episode.

The episode is loaded with useful insights; some of which challenge traditional CX approaches.

Meet Tom:

Tom DeVries is a creative, straight-shooting strategist with a reputation for crafting industry-leading products,

brands, and experiences. By fusing business, technology, and humanity, he creates solutions that hit hard, turn

heads, and boost bottom lines. As the founder of ThoughtFull, an award-winning design firm, and Crucx, the world’s simplest customer

experience operating system, Tom drives growth by liberating organizations and their customers from the ordinary.