The Value of Connecting with Other #CX Professionals

I originally wrote today's post for the CXPA blog and have modified it slightly since then.

Simon Sinek said: A community is a group of people who agree to grow together. I think that describes the customer experience profession, and especially the Customer Experience Professionals Association (CXPA), quite well.

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The Access Economy

When Henry Ford started his company in 1903, he did more than just create a car or an assembly line (neither of which he actually invented). What he did was establish an entirely new form of organization, culminating in the vertically integrated River Rouge complex that was completed in 1928.

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Coming Together

America's collective grief over the death of Steve Jobs is entering the next phase of what has become a somewhat common experience of fantasy community that I'm calling a Diana Moment, which goes something like this:


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More than 140 Characters

Twitter is expanding its staff and its efforts to communicate with the world, and in doing so is turning to a lot of the tried-and-true structures and approaches that its 140-character service helped destroy. The changes beg a few questions, most notably why?


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The Whys and Wherefores of Creativity and Sharing: Review of Making Is Connecting

One of the beauties of David Gauntlett's Making is Connecting is the way it develops a fundamentally simple idea with successive layers of richness and power. The cover captures the kernel of the book: the core thesis that making (with hands and brain, resourcefully) is connecting (in terms of relationships, meaning, learning); the context that extends from scissors and thread to YouTube; and the ethos of the personal, handmade artefact captured in the stylish smudge that subverts the sleek sans-serif typeface.

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Humans Are the Killer App

Some may have scratched their heads a bit when I announced a little over a year ago that I was joining a "PR firm", especially since I've never worked formally in the field. But I think the recent news of Edelman making the Advertising Age "A-List" and specifically some of Richard Edelman's comments both in the video and article do a nice job of articulating why I moved into the direction I did.

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Are Early Adopters Temporary Ties?

I posted a tweet yesterday inspired by the recent Details article on early adopters that generated a fair amount of conversation which was:

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Connect Everything Else

Are we stuck? Or are we just at an interim stage in the evolutionary cycle, waiting for the next step to shift the landscape again? In this presentation I introduce some thoughts in regards to how we need to change our thinking if we are to break out of the repetitive cycle we seem to be in.

I’ve just uploaded my last presentation “Connect everything else” on There are three reasons inspiring me to write this:

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The Empathic Civilization

A few weeks ago I saw economist and author Jeremy Rifkin speak on his new book The Empathic Civilization at the RSA. It was a sweeping, provocative but affecting discourse on the nature of empathy.

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The Book!

I am very happy to announce that my new book, Personal Connections in the Digital Age, can now be previewed on Google Books. It will be out in the next few weeks. You can pre-order it here.

Here is what some of the internet researchers I admire most have to say about it:

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