Tonight, I'm sitting in the lobby of my hotel in Austin Texas. There are about five large saltwater fish tanks here - in addition a realistic Santa Clause, who is jovially greeting people in the lobby. Gotta say - there's also a really sensational band here serenading people with soft rock and Christmas music. The band is like, Sting meets Jack Johnson meets Santana. OUTSTANDING. This chubby ittle guy above has been keeping watch over my shoulder. I shall call him "Squishy" and he shall be mine...

Have been spending some time recently speaking with C-level executives about customer experience management. Very good stuff - but at the end of the day I feel like someone has "Hoovered" my brain. I've been working so much, I haven't had time to write much.

But hey -- many of you could use a break anyway after my marathon sequence on Customer Experience Management! Speaking of that series, however, -- I've gotten some really good feedback on it. The post on Customer Experience Management vs. User Experience has drawn tremendous attention.

Customer Experience Architects all over the globe seem to be networking much more actively today - engaging in great dialog, information and knowledge sharing. I'm in agreement with my pal, Kyle Coolbroth, there's a great need for us to come together. Connecting with each other - sharing ideas - is a great thing to do. So, if you'd like to join us in our discussions -- please feel free to drop me a note !

For tonight, there's no deep insight - just deep exhaustion. So I'm going to sit here with my bizarre, but fun combination: my fish, Santa, my latte, this great band.... and warm myself with the anticipation of Christmas with friends and family. Maybe tomorrow, I'll be able to think more about how to change the world. :-)