Pocket CCO
@PocketCCO
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Your go-to Chief Customer Officer and advisor, crafting seamless customer experiences across marketing, sales, product, and community.
Joined December 2023
Excited to be speaking at @dotpenji's Digital Cut with my talk - > Unautomatable: How Customer Relationships Thrive in a Tech-Driven World As tech scales, human connection doesn’t become less important. It becomes priceless. Hope to see you there!
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neuemotion has been named one of @adage's Best Places to Work for 2026! This recognition reflects how we have chosen to build the company. Our culture is grounded in ownership, clarity, and trust. We believe strong strategy reduces stress, and that great work does not require
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Higher ed marketing is one of the few disciplines where the decisions you influence can change the trajectory of someone’s life. Join me @CUPRAP for my keynote, Brains, Biases, and Belonging, discussing how people make decisions, belonging signals, and how trust is built/lost.
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Shoutout to my incredible team @neuemotion for proving that you can create award-winning work as an agency without burning out people or being a jerk! @tedvid is building a truly special team, and I am honored to have had a front row seat over the past two years.
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Woke up to see my book won the Independent Press Award for marketing and public relations. That's better than coffee.
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If I write another book about CX, I might have to include this Verizon situation as the perfect case study for cosplaying customer care while doing absolutely nothing. Hire me, read my book, or I don't know, care about your customers because this is not it.
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Parenthood is what is leading to Doomsday... - Wanda (WandaVision/MoM) - T'Challa (Black Panther: Wakanda Forever) - John Walker (Thunderbolts) - Sue Storm (Fantastic Four) - Steve Rogers (new trailer) - Thor (Love & Thunder + new trailer)
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Start your 2026 with me and my free lightning session with @MavenHQ. 📍 Trust is the Strategy 📅 Wednesday, January 28, 2026 🕐 12:00 PM EST 💻 Virtual (Zoom) 💰 Free
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Asking chatgpt is not a replacement for intellectual curiosity. Watching a YouTube video is not the same as doing research. We have abundant access to information but are struggling as a society because we no longer cultivate critical thinking and take knowledge for granted.
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Anyone can automate. Not everyone can build loyalty. At #DigitalCut2026, I’m breaking down why being unautomatable is the real competitive advantage and what should never be handed off to AI.
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Though this year has been tough, it has been incredibly fulfilling. As I look to next year, I want to do more teaching and writing, to drive what the future of CX looks like.
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Tomorrow I'm doing a talk with two of my faves, @justguilda and @GoldieChan. We're chatting about the year and giving away books! Dec 17, 2025 | 12:00 PM EST Save your virtual seat! https://t.co/SEk5rVj5kX
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My biggest prediction for 2026? We’re about to see what happens when brands optimize the humanity out of the work. Anyone can automate. Not everyone can make people feel seen. The human isn’t slowing down the work. The human IS the work.
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Welcome to CX Office Hours. We need to talk about how the disconnect between brands and customers is related to the disconnect between leadership and frontline pros.
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Excited for next year. Building out my Substack with a group chat and office hours for paid members, with extra office hours and a copy of my book for founding members.
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