Moderating/speaking in a roundtable on Customer-Obsessed Approach to Product Development and AI. Offering opportunities to explore AI challenges, share ideas, and answer attendee questions.

For UIUC’s UX Days 2025, reviewed with immense compassion the anxiety in finding a job today including: Understanding the market today, What it takes to get a job today, Your first 90 days in a job.

CX programs are expanding in scope, yet budgets and staffing has continued to lag. Get ready for the coming year with insights on 2024 predictions. From Forrester’s research, they are predicting 2024 CX global average scores will improve for the first time in three years.

Sharing his insights from fifteen years of creating journey maps with his own Pivotal Moments™ framework started in 2016. He will share how to “productize” customer moments into requirements that prioritize for successful business outcomes.

An upcoming “Hearthside” session is planned for September 21st to discuss with other product and CX leaders the challenges we are facing in today’s changing organizations.

A panel discussion with other AI leaders to delve into the “profound impact on shaping captivating digital interactions… anyone eager to revolutionize the way we perceive and interact with the digital world.”

Moderator for two guest speakers in our monthly roundtable on identity crisis within customer experienec.

15-minute guest speaker on “Having a moment with your customers” that will outline how you can better evaluate products with customer experiences with practical takeaways.

Since 2010, I’ve led 27 product/app transformations. At United, Ied product teams on 13 applications.

Vision, strategy and management are tied to both business and user research for confidence in roadmaps and deployments.

Leading teams since 2008. Hired, led, and mentored over 60 designers and content strategists for last 16 years.

This includes working in-house and agency teams across business, marketing and development.

Beginning with my first design systems in 2014 (T-Mobile’s Rebellion), I’ve created and managed five design systems for product design teams for effectively scaling multi-branded experiences.

This includes Figma-developed systems with semantic and tokenized systems for (Angular, React) development.

Defined Accenture’s first (2012) practice in Journey Mapping. Since then, created and implemented nearly dozen omnichannel journeys to coordinate and prioritize products.

A decade-long Pivotal Moments (TM) framework for cross-functional teams.

For 18 years, I’ve led research teams on research, analytics, customer experience gaps (service design), and competitive business analysis.

Connected “could into should” product metrics with roadmaps for greater adoption.

Beginning with 2019’s first certification in AI, I now hold six including prompt engineering, GenAI, and AI PM. I’ve read five books and listened to dozens of talks.

Consulted and directly led personalization work for nearly a dozen CMOs.

Delivered or redesigned 9 commerce platforms including leadership for Samsung N.A. and Amway.

Led analytics and segmentation teams for F100 cos, continuously optimized engagement in journeys and wallet share/cart optimizations.

Working on an MBA, I hold a few certifications specializing in business strategy and management.

With sixteen years of business-driven omnichannel service blueprints, I’ve developed a practice for managing product teams.