Never Search Alone is now at NeverSearchAlone.org
I’ve spent the last three decades building companies and communities, writing books, and launching movements in both business and art.
I’m best known for three things: pioneering customer experience (CX) and product management (and Councils for CEOs, GMS, and product leaders); writing and founding Never Search Alone—a book and global volunteer-led movement that helps people navigate their careers through trust and community; and writing Rolling Across My Desk, a weekly newsletter with 30,000 subscribers and passionate readers.
As a long-time leader in CX and product management, I continue to advise and speak on how customer focus drives innovation—and how leaders can stay centered amid rapid technological change. I'm founder and CEO of Collaborative Gain, my company that runs communities for product and GM leaders, for job seekers, and for anyone who wants to learn and grow.
My forthcoming book on AI helps audiences plug their nervous systems into customers, community, and history rather than tech-driven fear and hype.
Earlier in my career, I served as CEO of one of the first CX and product consultancies, leading more than 400 engagements with Apple, Microsoft, Facebook, and The New York Times. I began in the Internet’s early days at the first company Amazon ever acquired, working on product management.
As a speaker, I’ve delivered more than 500 keynotes and featured talks at events like the Harvard Business School Distinguished Speaker Series, major industry conferences, and private companies including Airbnb, American Express, Apple, Google, and Microsoft.
I’m also the author of Customers Included, a contributor to The Warren Buffett Shareholder and Harvard Business Review, and the founder of the Collaborative Gain Councils—peer communities for executives in tech, media, and retail.My work has been featured in The Wall Street Journal, The New York Times, and Fast Company, which named me one of the “Fast Company 100” shaping the 21st century.
I also founded and continue to lead four pro-bono movements:
Slow Art Day, a global nonprofit that now includes over 1,500 museums;
The World of Business Reading Group, a business lite racy program for high school students that now includes adult learners;
The Reading Odyssey, a long-running collaboration between scholars and the public (soon to be relaunched);
And the Never Search Alone community, which remains free and volunteer-led.
I live in Brooklyn, identify as non-binary, and welcome all pronouns.