Boston Red Sox: 2007 AL East Champs!

While I could probably find some way to link the Red Sox American League East Division Championship to the customer experience themes of this blog, I won’t even try. As an avid fan, I just want to savor the moment. This picture on the Boston Dirt Dogs website says it all (I believe that Jonathan Pabelbon is the guy with the Bud Light case on his head) …

Red Sox Celebrate 2007 AL East Championship

The bottom line: Hip, hip, hooray for Red Sox Nation

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I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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