Suggestion for this weekend (unless you're terribly concerned about #COVID91 in your area): Don't go to a huge sports event, concert or conference. Instead, think of a small business you'd hate to lose in your neighborhood, and give them some business.

If someone in your organization is having a hard time understanding what “#employeeexperience” is or why it matters, have them watch this. #EX

A challenge from George Colony: on July 15, 2020, "go undercover" at your own business and try to purchase, change, and add services to see if your #CX & #brand promise are aligned. Will you be better or worse than you expect? #ForrCX #CXNA #CXRealityDay

Really enjoyed Melissa Parrish's keynote at #ForrCX. Melissa's take on personalization: Brands should respond to consumers who crave anonymity by offering them de-personalized experiences. Trader Joe's is one example of a company that doesn't collect data or personalize.

Forrester's jaypattisall on creativity and the myth of the lone genius at #ForrCX: "Creativity is much less of a magical pixie dust, or the intuition of a sole individual... it's really a culture of collaboration."

#ForrCX "Ideas without action, without boots on the ground...mean nothing." - Chef José Andrés 🕊️🥘🍳 #wordstoliveby

Wow: Chef José Andrés 🕊️🥘🍳 modeling leadership with his #ChefsForAmerica initiative, which provides more than 300K meals daily to families in need, healthcare workers, the homeless and seniors — all while helping restaurants keep their lights on. #ForrCX wck.org

Forrester analyst Dipanjan Chatterjee on the disconnect between airlines' "We're in this together" brand messaging and customer experience: "These are the same airlines that took away our leg space and our peanuts." #ForrCX

#ForrCX Dipanjan Chatterjee breaks down why #brand and #CX have to work together. CX needs to deliver on the promise of a brand, but a poorly done brand promise starves a great CX. #CXNA

Forrester's Dipanjan Chatterjee shares the three strongest drivers of brand strategy — and says emotion is the strongest factor that drives customer perception of a brand. #ForrCX

One of my favorite sessions from #ForrCX today was about the importance of communicating corporate values. Emily M. Collins: "When it comes to corporate values, there is no middle road... neutrality is not part of the solution — it's part of the problem."

Forrester's Anjali Lai at #ForrCX: Consumers are more empowered than ever. They crave novelty, value technology, expect seamless digital/physical brand experiences and are willing to invest time investigating companies. She calls the most empowered consumers Progressive Pioneers.

Wonderful keynote panel session with my colleagues just now. CX North America has been a great ride so far, thanks to the *thousands* of participants for sharing these days with us.

Forrester analyst Brandon Purcell just led a fascinating session on ethical AI at #ForrCX: "We are about to loose AI on this world on a scale that is unimaginable. I hope we do so in an ethical way for our children and our future."

.SherylCrowLovers before playing "Are You Strong Enough to be My Man?" at #ForrCX: "I've been engaged three times and I've never been married. I really enjoyed not getting divorced." She changed lyrics to ask if you're strong enough to recycle/vote/help her raise two boys. Love her.

BREAKING: The Supreme Court has upheld DACA — handing a dramatic victory to immigration advocates and allowing the program that has permitted about 650,000 "Dreamers" to stay and work in the U.S. legally to continue. trib.al/kz3AS0a

Forrester's Joanna O'Connell calls for advertisers to reorient their approach in favor of the consumer. One way to do that: Don't creep people out with personalized ads if they don't want their data used for targeting. This slide illustrated her point perfectly. #ForrCX

Loved Shar VanBoskirk's #ForrCX session on why storytelling is so effective in creating connection between brands and customers. Stories deliver emotional impact, entertain us, and allow us to escape from reality. And facts delivered within a story are 22 percent more memorable.

Forrester's James McQuivey: The future of work will depend on creativity. And the workforce will have the ideas — not just implement them. At #ForrCX, he shared tactical advice for companies who want to empower and inspire employees to be more creative.

Forrester CEO George Colony on what he learned from Chef José Andrés 🕊️🥘🍳 at #ForrCX: Get out of the office, get out of those meetings, stop planning — and interact with your customers so you can find out what they really need.