Written Content

in the two years since i shut down Thinkjar, the blog! i have done some writing – actually, quite a bit of it…. and it was in different places.

i tried different models, trying to find a better one that having my blog and writing there. the sections below have the sites, the links, and the description of that stuff…


The Future of Engagement and Experience is a fantastic online site the is sponsored by SAP, but ran independently by the amazing, talented, and incredibly hard-working professional Jenn VanZende and her team. Growing to little over a million views in the last few months, it is a great place to find CX and CRM content from thought leaders and articles to interpret it.

I wrote the following in there.

don’t like the new normal? don’t worry, just wait five minutes

stupid title, but good article on the opportunity that platforms offer for modern-day CX and the new versions of CRM.

(and a spanish version of the article also exists – in case you are trying to learn spanish and want to see them side-by-side)

In a CX Minute

In a CX Minute was an experiment i ran in 2021 to see how to engage better with the audience (together with I Don’t Know What I Am Doing, With Friends).

the experiment was to show how “anything can happen in a CX minute” (from the song, not from reality) and share a weekly newsletter to showcase research, content, and ideas i was exploring at the time, as well as quick views of the work i was doing in “narrative central” as i worked through the GTM message and positioning for SAP CX.

the experiment lasted xx episodes, and you can find them here – or below with details on what topics were covered in each newsletter.

episode 1

introduction to the concept and the newsletter, interview with CX Buzz talking about CX today and tomorrow, discussion of CRM ecosystems, link to an article on designing experiences, and a link for a framework to understand complexity

episode 2

rethinking CJM (customer journey mapping), discussion on future of platforms, how to balance customer expectations and brand outcomes (aka CX goal)

episode 3

talking data privacy, introducing MU-X – the multiple experience model (it is still in early days, there is something there but had not had time to explore fully)

episode 4

discussions of engagement, CHM, and a detailed write up of RT (real-time) analytics

episode 5

introducing dynamic journeys (this is a really good topic, need to get back to it), first IDKQIADWF (i don’t know what i am doing, with friends – more videos here) video with Dan Miller, brief discussion of adaptation, and a killer link to consumer consciousness

episode 6 – IDKWIADWF video with Nicole France, a very interesting discussion on the purpose of CX as a business initiative, and a reader (several links) for CX content

episode 7

introducing and discussing the data usage cycle, key part of digital transformation adoption and implementation, CX vs UX vs the experience of the customer

episode 8

continuing dynamic journeys (good topic), discussion of marketplaces (more on this later), and introducing the five gaps for CX (later became the how CX is broken part of Narrative HQ ™)

episode 9

discussion on content and knowledge and data and etc, first IDKWIADWF video with the amazing brain of Lauren Vargas talking about communities and CX, the real work of putting Narrative HQ ™ together begins

episode 10

link to a great model for a framework for behavior mapping – different than journey mapping, continuous discussion of platforms – never ending

episode 11

discussion on conversations and correlation to CX, defining experiences CX vs UX (continued from before)

episode 12

adoption of CX, personalization, and a very cool way to look at AI in customer service and CX (or rather, not)

episode 13

a new video with Graham Hill in the IDKWIADWF series where we have a fantastic chat about customer journeys and company pathways, starting to hate employee experience link to CX (mostly because they all get it wrong, but more on this later), and a link to a ZDNet article that started that failed experiment…

episode 14

continuing the perennial debate on who owns CX, talking about psychology bias (and by extension CX bias), and discussion interaction resolution versus experiences

episode 15

more fodder for the “esteban hates AI” crowd, a very interesting video on the series of IDKWIADWF featuring Ratul Shah on employee experience, and an update on Narrative HQ ™ travails

episode 16

more on AI (because, come on – you are not doing it, trust me), a fantastic discussion on keystones and CX keystones, and a short discussion on CX mistakes

episode 17

one more time, from the top, a great discussion on journey optimization as art of the IDKWIADWF series with Ray Gerber, more on biases and AI, and introduction to proactive CX

episode 18 (the last one, but did not know it then)

discussion on CX evolution (more of this as we launch this site which dovetails into modern day CX), a really cool video with Ed Thompson as part of the IDKWIADWF series as we reminisce 20 years after we published the seminal CEM Primer that pretty much started the coverage of CX at Gartner and for su, discussion on behavioral studies that rock, and a definition of CX


i write articles in L-I when i have something to say, but no other outlet (and the 2000 characters you are allowed to use as a post in L-I is too small). i expect to use this blog for that purpose and L-I for “distribution” of these posts in the future.

i wrote the following posts in there

dumpster fire awards of 2020

it is what you think it is, but also has some good lessons on CX that can be applied to strategic thinking – and at worse, you get to see some cool pics of the CX community surviving 2020

and now for my next trick

this is the one where i introduce the concept of CX evangelism a i practice it at SAP and make some great statements about how everyone needs an evangelist – whether vendor or practitioner

employee experience versus employee culture

this one was a fairly controversial one, where i take the charlatans of platitudes to task when they start spouting without rigor or support that “happy employees make happy customers” as a reason for CX, and distinguish between CX, employee experience, and company culture and why both are important but not interchangeable

the five questions you are still asking me about CX

this is where i put my analyst hat back on and write the answers to the questions am constantly getting asked all around about CX. good stuff.

CX as a placebo

this is where i go back to being cranky and telling you who nothing is working, CX is being done wrong, no one knows what they are doing, and most people are simply paying lip service to CX…but end up with good recommendations on how to get back on track

time to get rid of B2-whatever

this is when i lost my patience with those 1980’s hipsters with bell bottoms and massive shoulder pads and tell them to keep their differences between B2B and B2C and B2-whatever because modern biz is past that. this is the one you bookmark to come back in 3-5 years when i am right, but early…


another failed experiment – in this case the wrong audience and the wrong engagement…

i tried to write a few articles that were “higher level” and more complex about CX, it did not work well. failed to get the right people to read it, and the community around it never was there. lesson learned, find the best medium for your message and audience… ZDNet, through not fault of their own as they do a great job otherwise, was not it.

i wrote the following two very interesting, but not very well read (maybe more now?) articles.

want the best customers? three golden rules to educate customers

this interesting, but little winding, article talks about the need of brands to educate their customers as part of more advanced setup for CX. managing expectations, of course, comes full force in here as well as how to accomplish that and more.

miserable interactions can yield happy customer experiences

this was, i will admit, an experiment in cross-tabbing four or five things i was thinking about customer journeys, experiences, and the CX-next state of affairs. it is an interesting read, but not one that will give you lots of tips. was trying to figure out the right tone / approach for ZDN.