Off Topic: Celtics Grab #17

I was a bit tired this morning after cheering away my voice at “The Garden” last night. I’ve been really lucky to see a number of games during the NBA playoffs, including last night’s finale. It was amazing! The place was incredibly electric; we stood for the entire second half. And I’ve never been in a building that was quite that loud. Especially with the ongoing chant of DEE-FENCE.

The Celtics showed what it’s like when a group of people play like a team. By working together, they were able to shut down the extremely potent LA Lakers offense. There’s probably something I could say about customer experience or leadership, but I’ll skip that and just savor the moment: The Celtics are the 2008 NBA Champions! 

Here’s my favorite picture…

The bottom line: Go Celtics!

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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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