Glamorous CX Disconnects You From Reality
Why enchanting everyone is a sign you still don't understand your customers.
Customer Experience with method, conscience, and humanity.
I work with Voice of Customer, CX governance, and Customer Insights — and I write about ethics, decision-making, and what happens when companies trade trust for shortcuts.
Work
VoC Governance & NPS
Rituals, taxonomies, prioritization, and "closing the loop" to turn feedback into continuous improvement.
Customer Insights
Transforming scattered data into cross-functional decisions that impact the business.
CX & Ethics
Applied philosophy, dark patterns, trust, and the invisible trade-offs of short-term metrics.