About Us
Whether you're a seasoned CX expert or just starting to dive into the world of customer experience, our community offers a platform for sharing knowledge, exploring the latest trends, and driving meaningful change in how brands connect with their customers.
What Makes Us Special
CONVERSATIONS
Practical insights, best practices, and actionable strategies.
COLLABORATION
Exchange ideas, learn from each other, and explore cutting-edge solutions.
EMPATHY
Craft experiences that are effortless, compassionate, and engaging.
Consultants
With over 20 years of experience as a CX leader across companies ranging from startups to Fortune 200, Sean has been instrumental in transforming customer journeys to reduce effort and foster loyalty. As an international speaker and CX advisor, he leverages advanced tools like text analytics, operational metrics, journey analytics, and AI-driven survey programs to create impactful customer experience strategies.
Jason Ten-Pow
ONResearch
Expertise: VOC Platform
Jason Ten-Pow is a leading expert in customer experience (CX) transformation, strategy, and analytics, with over two decades of experience helping Fortune 500 companies like Intel, Deloitte, and Coca-Cola enhance customer relationships and retention strategies. As the founder of ONR and author of the best-selling book *Unbreakable*, Jason has pioneered innovations in CX through his proprietary tools and platforms like bespokeCX, empowering businesses with actionable customer insights and tailored strategies to drive growth and loyalty.
Dave Seaton, CEO and Principal Consultant at Seaton CX, helps CX leaders achieve ROI through customer journey mapping using his proprietary DARMA™ method. A 2020 North American Customer Centricity Award recipient and 2024 CX Hall of Fame inductee, Dave's proudest achievements include reducing customer churn by 66% after conducting deep customer interviews, and when not working on CX, he enjoys creating music in his home studio.
Roberta brings over 20 years of experience in Sales, Marketing, and Product Development, with a passion for helping companies harness customer feedback and data to drive organizational change. A Certified LEAN Six Sigma Black Belt and one of the first 100 Certified Customer Experience Professionals, she was a founding member of the CXPA and played a key role in creating the CCXP exam, while now advising leaders on integrating the customer’s voice into everyday business decisions.
Skip Picciano is an experienced contact center expert, baker, and coffee enthusiast who collaborates with both large companies and start-ups to improve customer experience (CX) strategies. He helps technology vendors stay transparent while guiding CX teams through assessments and creating roadmaps for future improvements to enhance customer engagement.
Marc Mandel
Wow Moments
Expertise: CX Technology
With over 25 years of experience in Customer Experience Management, Marc specialize in revitalizing Voice of the Customer (VoC) programs that have lost momentum, helping companies reignite customer engagement and gather actionable feedback. His expertise spans strategy development, team leadership, and solution implementation, with a proven track record of generating over $250 million in personal revenue through consulting, stakeholder engagement, and transformational CX consulting across various industries.
Brad Smith
Vector Biz Nav
Expertise: Digital Transformation
With a background rooted in NASA's KSC Space Shuttle Launch Control team, Brad brings a strategic, mission-focused approach to customer experience (CX) transformations, having guided industry leaders like Symantec, Yahoo!, and Sage. As the founder of Vector Business Navigation, he has consistently delivered $210k in sales per quarter for 25 consecutive quarters, focusing on creating "CX Lighthouses" that guide businesses to stronger customer connections, enhanced retention, and cost savings—resulting in improved NPS, reduced churn, and substantial operational efficiencies.
Valerie Peck
Elevate-X Consulting
Expertise: Customer Intelligence
Valerie leads Elevate-X Consulting, where she helps organizations integrate customer intelligence into all aspects of their business, from strategy to data activation, ensuring customer success is at the forefront of every initiative. With a distinguished career marked by entrepreneurial innovation—including the creation of SuiteCX and a history of working with global B2B and B2C clients like Ford, Microsoft, and T-Mobile—Valerie combines data-driven insights with hands-on consulting to enhance customer retention, acquisition, and loyalty.
Stacy is a seasoned Experience Management expert with over 25 years of CX and Marketing experience, having worked with top brands like Liveops, Verizon, and AT&T, and developed the Heart & Science™ loyalty model to drive customer and employee retention. A recognized global thought leader, Stacy has earned multiple accolades including Top 30 Global Guru and Top 25 CX Thought Leader, while empowering professionals through her books, courses, podcast, and workshops on "Doing CX Right" to elevate brands and enrich customer experiences.
Matthew Egol
Journey Spark Cons
Expertise: CX Culture
Matt is a recognized thought leader in experience management with over 15 years as a partner at PwC Strategy&, where he helped companies across diverse industries enhance organizational effectiveness and build customer-centric capabilities. As the founder of JourneySpark Consulting, he works with leaders to shape their vision, foster team development, and evolve organizational culture, while regularly speaking and writing on topics like CX, enterprise agility, and culture, with over 25 published articles and expertise as a subject matter expert with MMA Global.
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