Welcome and thanks for stopping by the Experience Architect Blog.

No, I don't normally dress this way.

As I kickoff this enterprise, I'm excited about connecting with other “excellence junkies” on the core issues that impact customer experience in an era of customer choice, media bombardment and technology advancement.

If you're a marketer, usability expert, operations specialist, customer service agent, product manager, brand manager, designer, technologist, CRM specialist, consultant, executive manager, service provider... .... If you're a customer experience agent of any kind, this blog's for you. It's for me, too.

As customer experience agents, we have the power to cultivate a rich landscape for brand discovery for customers of all walks of life. We can harness amazing resources to anticipate, observe, interact with, learn from and respond to customer behavior. We have the power to architect and deliver experiences that produce delight and satisfaction.

We can be the greatest champions for our customers – and we can also stand as obstacles to them.

It is the practical, real world of customer experience that I’d like to discuss on this site. The topic is bottomless, especially when we look at issues across channels, cultures, technologies, industries, operational infrastructures and executional marketing tactics.

I hope to have some of my friends join me with thoughts, and to hear from you, as well. - LD