Non-substack publications
Materials I published on other channels that people may find helpful
In addition to what I publish on Substack, I occasionally publish materials on other channels. I’ve included my favorite ones below for those who are interested.
Struggling to drive action? Conduct an insight audit (July 2025)
Article about what constitutes a fully developed insight, and a few ways to get stakeholders to take action
Symbe Interview: Value selling (June 2025)
Conversation about what constitutes value selling and some things that people often get wrong
Orienting your XM program on impact: Insight tracking (June 2025)
Article on my #1 recommendation for all “insight” teams (e.g. CX, EX, research teams) who want to demonstrate the impact of their work
2025 X4 presentation: From insights to impact: A practical guide for CX teams (March 2025)
Presentation at Qualtrics annual X4 conference on insight tracking, insight development, and quantifying the impact of actions
Balancing value to your customers, employees, and business (May 2024)
Article about a simple but important principle that people and organizations often misunderstand — what value means
Value Chain Framework Guide (May 2024)
Framework and accompanying guide for how to connect insight-related initiatives to business impact
2024 X4 presentation: Demonstrating the business value of CX (May 2024)
Presentation at Qualtrics’ annual X4 conference on the value chain framework
How to turn consumer trends into business impact (March 2024)
Webinar on how to evaluate benchmarks for your organization, estimate how large the opportunity is, and make a case for change
The CX Leader Podcast: Open the Box (January 2024)
Podcast discussion on connecting CX and business value
How to Develop a Business Case for XM Investments (November 2023)
Guide for developing a high quality business case
10 Lessons Learned from 1,000 Value Assessments (October 2023)
Article summarizing the most common traps I have seen in my work that prevents organizations from understanding and driving business value with customer and employee experience
Calculating your Experience Value at Risk (September 2023)
Article about how to estimate how much money organizations leave on the table due to bad experiences
How to Optimize Your Research to Navigate Business Uncertainty (August 2022)
Article on the costs of less-informed decisions and how to calculate the expected value of a research project