#CXDNow – What’s needed, what’s next?

CXDNow with Tobias Rose
The time for customer experience design is now! In this final episode of our premiere web series CXDNow, host Chris Heuer interviews Tobias Rose, writer, designer and entrepreneur. Tobias has led a fascinating life, from his early professional life in the wine industry to a chance meeting with a monk who asked for his help with a reservoir for their village that lead to his career as a CX Designer. In the first episode we learn of Tobias’ origin story. How his trip to Cambodia resulted in a nonprofit that forever changed a small village and the people who live there. It’s a fascinating tale of one designers realization of the importance of empathy in all we do. Through his story you will see all of the key characteristics that are necessary for someone who wants to be a leading customer experience designer.

It a longer format part two, Tobias is joined by Sarah Grzybowski from IBM’s Journey Designer team to discuss the future of CX design, what we need and what we see coming next. We get some sneak peaks into the IBM Journey Designer product and its future as a management dashboard to optimize the customer experience across their journey.  It’s clear as we discuss in this episode, that technology is only part of the solution. What’s really needed is a greater depth of empathy across the entire business landscape, so that we finally embrace radical customer centricity instead of merely paying it lip service.

In this our last episode of the series one for fall/winter 2015 we were able to touch upon many of the key pieces of advice that everyone needs to be a great CX designer. We will be posting some more recaps of this content and different educational snippets over the course of the next several weeks. Join us again in January 2016 for our next series and a further exploration of customer experience design now. Thank you so much for joining us and special thanks to IBM Commerce and the Journey Designer team for their support of the series.

 

Need help creating design moving customer experiences? IBM Journey Designer enables you and your team to collaboratively visualize journeys, set shared marketing goals, and create and refine tailored experiences for dozens of priority segments. Learn more on this blog post or try it at no cost at ibm.com/journey-designer.


Tobias Rose Interview – From Global Change Maker to CX Designer

Tobias Rose & Sarah Grzybowski – What’s Needed, What’s Next

SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo

For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

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Putting CX to Work. See the forest AND the trees with Dave Gray

CXDNow Dave Gray Interview by Chris Heuer
In this extended episode of CXDNow, host Chris Heuer interviews Dave Gray, founder of world renowned visual communications firm XPlane and author of Gamestorming, The Connected Company and many other great works. Disclosure, Dave is a friend, a mentor and an advisor to my company, Will Someone.

During the conversation, we skim across the broad concepts and processes before diving quickly down into the detailed depths of putting CX to work. How do we approach Customer Experience Design? Sure, it’s about empathy as we continue to discuss, but what does being able to draw have to do with it? As Dave Gray says, “whatever strategy you think you should have, if you can’t draw it, you can’t do it”. It’s this approach, going beyond design to use design as a way of thinking that distinguishes the work of Dave Gray and his team at XPlane. In this 20+ minute episode, be prepared for a rapid fire dose of killer insights that will take your CX Design to the next level. From how to see, to how to think, to how to do – Dave walks us through the forest and shows us the trees.

Need help creating design moving customer experiences? IBM Journey Designer enables you and your team to collaboratively visualize journeys, set shared marketing goals, and create and refine tailored experiences for dozens of priority segments. Learn more on this blog post or try it at no cost at ibm.com/journey-designer.


SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo

For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

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A Conversation with a Master, Dave Gray’s Origin Story

CXDNow Dave Gray Interview by Chris Heuer
In this episode of CXDNow, host Chris Heuer interviews Dave Gray, founder of world renowned visual communications firm XPlane and author of Gamestorming, The Connected Company and many other great works. Disclosure, Dave is a friend, a mentor and an advisor to my company, Will Someone.

Over the course of 20 minutes we go back to the early 90’s to learn how Dave’s experience doing graphics to support stories in the newspaper became a business, became the signature style for Business 2.0 magazine and ultimately lead to a completely different way of making strategy real. In many ways, the very same evolution that lead to the rise of Customer Experience Design, with Dave at the proverbial ‘tip of the spear’. It’s a fascinating story, and one that is both inspirational and informative. Listen in and find out why XPlane is one of the most sought after firms in the world.

If you would like to be a part of the taping of the show live and join in our post interview conversation, you can join us next Wednesday November 11, 2015 at noon PST as we discuss the future of CX Design, what is needed and where we are headed with several leading practitioners.

Need help creating design moving customer experiences? IBM Journey Designer enables you and your team to collaboratively visualize journeys, set shared marketing goals, and create and refine tailored experiences for dozens of priority segments. Learn more on this blog post or try it at no cost at ibm.com/journey-designer.


SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo

For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

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Join us to talk with Dave Gray about his approach to Customer Experience Design on this week’s #CXDNow

CXDNow with Dave Gray
This Wednesday at noon PDT we will be speaking with a true master of Customer Experience Design, my friend and advisor Dave Gray. Author of GameStorming, Founder of Xplane and one of my favorite visual communicators of all time.

Chances are, if you’ve built an empathy map and downloaded a free template from someplace, it’s either his, or it’s based on the one he designed and gave away.

If you are striving to make CX part of your career path or simply trying to figure out how to bring CX into your organization’s processes around customer engagement and marketing, you must join us to talk to Dave this Wednesday November 4, 2015 at noon PST.

Dave Gray: Bio

Dave Gray is a leader and manager with a background in design. He has worked with many of the world’s largest companies, as well as mid-sized businesses, startups, executives and individuals.

His area of focus is the human side of change and innovation, specifically: How can you get people to adopt new ideas? How can you win their hearts and minds? How can you get people, including yourself, to change deeply embedded habits and behaviors? How can you transform a business strategy from a good idea to a living fact in the real world?

He is the founder of XPLANE, a strategic design consultancy, and co-founder of Boardthing, a collaboration platform for distributed teams.

He is the author of two books on design, change and innovation: Gamestorming: A playbook for innovators, rule-breakers and changemakers; and The Connected Company.

Need help creating design moving customer experiences? IBM Journey Designer enables you and your team to collaboratively visualize journeys, set shared marketing goals, and create and refine tailored experiences for dozens of priority segments. Learn more on this blog post or try it at no cost at ibm.com/journey-designer.

SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo


For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

 

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Chris Heuer Shares his thoughts on the role of the Customer Experience Architect – #CXDNow

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CX: Making the Business Case with Risto Lähdesmäki

CXDNow with Risto Ladsesmaki
The time for customer experience design is now! In this episode of our web series CXDNow, host Chris Heuer interviews Risto Lähdesmäki, CEO of Idean. Following up on our discussions with author Brian Solis, and IBM Journey Designer Product Manager Doug Foulds, and Tom Illmensee, Director of UX for Prezi we are now diving into making the business case, or rather selling CX to management, and clients.

In part 1 we talk about Risto Lähdesmäki’s journey from his roots as a designer through his first user research firm and how it evolved to become Idean, with offices now around the globe. His thinking and his agency has grown as the idea of UX and CX has evolved. He talks about how he has been fortunate to connect with so many clients who really ‘get it’, who innately understand the value of CX. He also shares some of the differences between Europe and the United States.

In part 2 we discuss some of the aspects of the value proposition, most especially the reduction of friction in the customer’s journey, and the competitive advantage of those who understand CX and embrace it and iterate on it. In this episode, hear why he believes that every dollar invested in UX/CX can return 10-100x and help them win back market share and earn the loyalty of their customers.

In part 3 we are joined by Rit Mishra, a Senior Design Director at Idean to work out loud by collaboratively discussing and working on the Empathy Map and Customer Journey for our new community movement, We Are the Solution. In this very informative segment, we layout a basic framework of how we look at the CX before, during and after, from both a backstage and front stage perspective. If you are trying to figure out how to start with CX, this is the segment you want to watch.

Finally in segment 4, we dive deeper into some Q&A, talk about the future and about other key pieces of advice for getting the most out of CX.

If you would like to be a part of the taping of the show live and join in our post interview conversation, you can join us next Wednesday November 4, 2015 at noon PST as we interview Dave Gray, author of GameStorming and all around smart+nice guy. In this interview, we will go deep into his practical advice from his many years of experience doing CX and UX for customers through the firm he founded XPlane, as well as

Need help creating design moving customer experiences? IBM Journey Designer enables you and your team to collaboratively visualize journeys, set shared marketing goals, and create and refine tailored experiences for dozens of priority segments. Learn more on this blog post or try it at no cost at ibm.com/journey-designer.


Risto Lähdesmäki Interview Part 1 of 4 – How did you get into UX?

Risto Lähdesmäki Interview Part 2 of 4 – Making the Business Case

Tom Illmensee Interview Part 3 of 4 – Putting CX to Work, #WeAreTheSolution

Risto Lähdesmäki Q&A – Part 4 of 4

SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo

For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

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#CXDNow – The Challenges to Overcome with Tom Illmensee

#CXDNow Chris Heuer Interviews Tom Illmensee
The time for customer experience design is now! In this episode of our web series CXDNow, host Chris Heuer interviews Tom Illmensee, Director of UX for Prezi. Following up on our discussions with author Brian Solis, and IBM Journey Designer Product Manager Doug Foulds, now we are getting to the more practical matters of how to be successful with Customer Experience Design.

In part 1 we hear Tom Illmensee’s origin story of how he came to work in UX and CX. Through his story, he illustrates one of the most fundamental issues in a way that connects you deeply with the need for empathy, and what that really means. Going even more deeply, he explores how to handle uncertainty and thrive. It’s a great foundation on which we build upon in parts 1 and 2.

In part 2 we jump into the biggest challenge of all, how to work well in cross functional teams. Throughout this episode, we learn some of the great things that Prezi is doing to improve collaboration in order to deliver the greatest value for their customers. There is a lot of fantastic advice you can put into use right away, like restructuring from departments for design and user research into communities of practice. How to rework the space to increase high value interactions. How to deal with inter personal conflicts. Ultimately, his best advice? Watch part 2 to find out.

In part 3 we finally do the segment I have been really looking forward to, Working Out Loud. In this segment, we are joined by Angela Long to work together on an empathy map for Nicole, a key persona for the mission of We Are The Solution. Using this empathy map as a straw man, we discuss aspects of how to approach its development, how to improve upon it and how it can be used. When I ask him about how to decide if an insight like the person feels fearful belongs in either the section on what they feel or in the section on pain, Tom says, “if you are having a discussion about where something [about the persona] belongs on the map, then you are doing it right”. Learning by doing, or watching others do it, is by far one of the best ways to learn.

If you would like to be a part of the taping of the show live and join in our post interview conversation, you can join us next Wednesday October 21, 2015 at noon PST as we interview Risto Lähdesmäki, CEO & Co-Founder of Idean about how to make the business case for CX Design. If you are trying to sell your boss on investing in CX, this is the show you have been awaiting.

Need help creating design moving customer experiences? IBM Journey Designer enables you and your team to collaboratively visualize journeys, set shared marketing goals, and create and refine tailored experiences for dozens of priority segments. Learn more on this blog post or try it at no cost at ibm.com/journey-designer.


Tom Illmensee Interview Part 1 of 4 – How did you get into UX?

Tom Illmensee Interview Part 2 of 4 – The Challenges to Overcome

Tom Illmensee Interview Part 3 of 4 – Working Out Loud, #WeAreTheSolution

SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo

For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

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#CXDNow – Making the Business Case with Risto Lähdesmäki from Idean

#CXDNow - Making the Business Case with the founder of Idean
In working to advance the field of Customer Experience Design, we have talked with author Brian SolisIBM Journey Designer Product Manager Doug Foulds, and Tom Illmensee, the Director of UX at Prezi. We’ve talked about what it is, why we need it, what challenges we face and even some practical aspects of how to really get started doing it. So now it is time to turn to that all important question of convincing leadership to invest. In our next live Blab on Wednesday October 21 at noon PST, we will be talking with Risto Lähdesmäki, CEO & Co-Founder of Idean about how to make the business case for CX Design.

Following the advice of Tom Illmensee from our last show, it’s always good to start with small things, to show some simple proof. But how do you really get an organization to realize the true value of CX Design? What is the business case to be made if your organization is run by managers who are more concerned with the bottom line then they are creating value for your customers? What are the best ways to overcome the atypical challenges of unfamiliarity, cost avoidance and the dreaded question of ROI?

If you are striving to make CX part of your career path or simply trying to figure out how to bring CX into your organization’s processes around customer engagement and marketing, you must join us to talk to Risto next Wednesday October 21, 2015 at noon PST. With 6 studios around the world and more then 150 professionals, Risto knows a thing or two about the value of  UX and CX which will contribute to your future success.

Risto Lähdesmäki – Bio
CEO & Co-Founder, Idean

Risto is an entrepreneur-spirited-jack-of-all-trades-creative-director. With a special talent for identifying business opportunities for his clients and is somewhat water-resistant to the phrase: “this is not possible”. With over ten years background in User Interface and User Experience design, he has been involved in hundreds of design projects and is shaping the future of branding through UX. Risto has led Idean’s rapid rate of growth across the US. Risto is an entrepreneur and designer at heart and has worked with start-ups as well as big enterprises his entire professional career. Risto was recently named PwC’s Most Valuable Entrepreneur 2015 at the Nordic Business Forum.

Need help creating design moving customer experiences? IBM Journey Designer enables you and your team to collaboratively visualize journeys, set shared marketing goals, and create and refine tailored experiences for dozens of priority segments. Learn more on this blog post or try it at no cost at ibm.com/journey-designer.

SPONSORED BY IBM JOURNEY DESIGNERIBM Commerce Blog logo


For more about the #CXDNow series, why I am doing it and where we are headed, read this background post.

 

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A Week of Progress, Hope and Friendship in DC

Washington DC
What an awesome week in DC. As an IBM Futurist (influencer, amplifier, thinker, whatever), they often invite me to attend various conferences and events to learn, to ‘report’ via social media and to help stimulate conversations with the participants who are usually IBMers, customers and potential customers. This trip was part of the #NewWayToWork tour they are producing, so they pay for the travel expenses and I get to just be myself and speak my mind. They ask for some pics and tweets, which I would do anyway, and they promote my work in support of the broader social media amplification of the brand and their forward thinking positions. More on the event this week in a little bit, as I want to recap what made it so awesome for me and my projects personally.

The New Way to Work event was just one of several highlights as I made the most of the travel opportunity to talk to more people about my community collaboration software, Will Someone. I was also working to line up some strategic consulting gigs, to fuel more development of the software, to host a kickoff BrainJam for We Are the Solution and spent time catching up with old friends and making new ones.

I started the week off by diving into the great community that Nicole Patrice has formed over the years, including her colleague Ross Buntrock, who was gracious enough to let me stay on his couch for the one night not covered by IBM. They are working on something that is simply stellar, but nothing to share about it just yet. I got to catch up with Cyrus Radfar who was in town from SF, out on the road like me meeting people to help grow his company, Kapuno. Then we had this sumptuous fall meal that Nicole prepared and great conversation for hours over some great wine with a bunch of folks in town for a Nature Conservancy event, many of whom are an integral part of the Summit community.

I’ve started privately sharing information on the first major project we are working to undertake surrounding We Are The Solution, the non-profit community organization we have recently launched. I was particularly inspired and found great hope in talking to Wayne Price, the original Summit documentarian, who is just an awesome human being, who just happens to live in the East Bay, not too far from my home. Then I got into a great conversation with Margot Machol about her upcoming book where she interviewed something like 60 entrepreneurs and their mothers. Apparently, they all share what I was fortunate to have, a mother who instilled a deep belief that we could do anything. I think she’s going to be doing some cool things hopefully with Blab now that I introduced her to the concept, but still lots to discuss ahead of the book launch.

Before heading off the next morning to a meeting with my old friend, advisor and hopefully soon to be team mate, Thomas Vander Wal, Nicole, Ross and Rick were gracious enough to listen to my vision for Will Someone and the broader ecosystem we are building. Thomas and I reviewed our nextgen plans for Will Someone, caught up on life, other work and our usual reminiscing about what we tried to create in 1999 around conversational intelligence with Conversal. After our conversation, I had a chance to go have lunch with one of my fraternity brothers and finally eat at the new Exchange, our old college bar.

Rushing from there back to the hotel and being stymied by a few administrative snafus, I finally got into my room in time to interview Doug Foulds as part of my new #CXDNow series on Customer Experience Design. This is something they are paying me for, sponsoring the show, so I was a bit anxious before the show and a bit more when we kept hitting some technical challenges during the show, but as usual, it worked out great. 

With only a few moments rest, I took care of some other work and took an Uber into Georgetown for a super high quality entrepreneur networking event. Tons of smart people, quick chat with Nicole to introduce her to someone working on cool related tech, a connection for one of my Wearable World mentorees and a great conversation with several other startup founders. I was hoping to go down to Fatoush to relive the late night mumchie quashing Fatoush Gyro, but apparently, its closed now, so I just ate some Kebobs and headed home to get some work done and get some rest.

New Way to Work DC - Chris Heuer and Mark Babbit in Marketing Track

I woke up refreshed to head to the US Institute of Peace for the IBM New Way to Work Event. At the last minute the day before, they asked myself and Mark Babbit to participate in a fireside chat format event on the marketing track. Really grateful for having a chance to spend more time with him, he’s wise, smart, cool and just a great guy to hang around. Apparently we did a pretty good job, you can see a pic of us and the graphic recording that was made of our discussion below. When people were leaving, they were apparently quite impressed and amazed at how rich the workshop was. That it wasn’t just a typical sales pitch, but instead a real conversation with inspiration, solid strategy and even tactical advice. Several remarked that they were kind of bummed about how tough things had gotten but were feeling energized and inspired to go back to work and create change. #GoalAccomplished

After the event, we had a great lunch with Mark and Adriana Zegarelli where I learned how organizations thrive by going “Beyond Budgeting” from our other lunch mate Steve Player, Steve is a super smart guy who is also a fan of the work of Doug Kirkpatrick and the Self Management Institute. I then headed to a couple of meetings with my friends at the US State Department down the street to catch up and talk digital diplomacy. It turns out that the Gov2Gov event that Lovisa Williams and I hosted in 2009 with Dominick Campbell and our ‘special friends’ in the Canadian Embassy over in London inspired a thing of its own, the Digital Diplomacy Coalition. So cool. I so often think I’ve accomplished nothing in my life so far, but this week I was reminded of all the ways I really have made a contribution to the world which really has me psyched for all the great stuff to come. After catching up with Lovisa, I was able to reconnect again with Archana Poddar who also works at the State Department and get her insights on a few projects I am developing. Awesome people working to make government better.

From here I ran into the evening, first with a stop for happy hour Oysters at the Old Ebbits Grill with Mark Babbitt, then for a quick catchup at The Hamilton with my old boss from the US Mint (wrote a bit about her and my time there recently), and finally to catch up with another one of my fraternity brothers, Andrew Keenan to talk life, politics, beers and social activism. Afterwards, I stopped by my favorite DC restaurant, Zaytinya, shhh don’t tell anyone how great it is. Then off to the hotel to get all the video editing for #CXDNow now and publish the blog post.

With only a few hours sleep, I headed off to Busboys and Poets to host the first BrainJam for We Are The Solution. Almost 10 years ago, we held one of the first BrainJams in DC. We had several people cancel, but with the 5 of us who were there, including Todd Tweedy who was at the first one, it actually worked out quite well, with everyone getting something meaningful. There is amazing power in our focus question – “What are you trying to accomplish? How can I help?” It proved itself in DC, and I can’t wait to see more of them happening in DC, across the country and even around the world.

Special thanks to Todd and Audience Machine for sponsoring breakfast. Kathy Chamberlain for letting us know about all the other great things already happening in DC that is similar, including the Social Enterprise DC group. Ricardo Abella for participating and sharing his story. Special thanks to Alexandra Long, who was at the IBM event the day before and gave me inspiration to keep going, to let me know that my stories and insights were making a difference. Even greater still, for her volunteering to help create the Journey Map for We Are The Solution that we are building as one of the practical how to segments of the #CXDNow series.

Towards the end, Nicole Patrice was able to join us and serve as a living breathing human example of the sort of impact we had previously with Social Media Club by inspiring people all over the country to convene their tribes, to embrace our mantra, “If you get it, share it”. Hearing her tell everyone about her experience traveling around the country and connecting with local SMC chapters, was a big part of my realization that while what I hoped to create didn’t fully manifest, what SMC produce was not only meaningful, but a beautiful expression of my original intent.

By the time I had finished sharing a full demo of what we built with Alynd, she had already introduced to me to three of her Summit friends. From Busboys and Poets, I headed over to Teaism for lunch with my dear friend and former coworker Sacha Cohen. After getting back to the hotel, I ended up connecting with one of Nicole’s suggested contact’s, Tyler Kellogg, who traveled across country helping people in a similar spirit of what I have been striving towards, but in human to human contact at a very personal level. You can hear more of his inspiring story here from his TEDx talk in Greenville.

So then it was off to the airport and onto the plane where I wrote up the highlights of this crazy week in DC, the epicenter once again for a massive change in my life. A week where I have truly lived my true purpose for this life, a life that is much more important then my experience of it, but which is also just pretty amazing, filled with amazing friends, crazy big dreams of a better world and the sort of hope that we can be the change we want to see, and ultimately see that change manifest in the world.

The time is now. You too can make a difference. So what’s stopping you?

Over the coming weeks, perhaps you can join us as we host more BrainJams in support of We Are The Solution. Check out these dates and if you can, come help us help you to make the world the best it can be, because while WE face many challenges, we are the solution to it all. If you are interested in helping, simply comment here or head over to the web site and subscribe to our Newsletter and we will invite you into our Slack group.

  • San Francisco – October 22, 2015
  • London, UK – October 30, 2015
  • Dublin, Ireland – November 5, 2015 (during Web Summit)
  • Bilbao, Spain – November 18, 2015 (during EEC)

 

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Preparing for the Future, We Must Understand our Present

Seeing more clearly, our future through the lens of the present...As part of the IBM Futurist programs, #NewWayToWork and #NewWayToEngage, I’ve received great access to some of the brightest folks around IBM. To talk with them, learn from them and become friends with them. Is IBM perfect, no, of course not, no one is. People have bad days, some people have bad attitudes and some are just bad ass! Everyone is different, which is why I appreciate the chance to meet so many different people in my life’s journey.

But truly, one of the best parts of being in both programs, is the access to other futurists, many of whom were already friends, some of which have become my friends.  Next week, I get a chance to get together with them again as part of TED at IBM, as well as with other soon to be friends whom I not only never met, but in some cases never even heard of before this event. People who give me hope, who inspire me, who have ideas that will make mine better and with whom I hope to reciprocate in appreciation of their gift.

In preparation for next week’s event, they asked many of us to answer a bunch of questions about the world today and what’s really important to us. This is important, because to understand the world in which we live (and the organizations in which we work), we must make visible and understand our common and disparate values. What we each hold dear, or even sacrosanct. The answers below, while simple in some cases and maybe obvious in another, also tells a bit about the story of that person. At least if you actually know them it does in a more meaningful way.  See for yourself and scroll past it to see a personal addition, a photo of the only personal item I would take with me on a long term space mission.

 

So what is the one thing I would bring with me? Did you read it in the presentation or just skip? No matter, it is this note my mom left for me one night when I flew home after living away in Philadelphia for a couple years. If you are interested in learning more about my mother, just ask my fraternity brothers about the time she stayed in the frat house and how she touched their lives. Or you can read it from her own words in this book she wrote on her life with Cerebral Palsy.

From across the whole of my life, it’s the most precious thing in, other then my wife Kristie, but she’s a great human, not a great thing 🙂 Anyway, just felt like sharing as I am feeling overwhelmingly grateful at this moment for an amazing week in DC and looking forward to another great week ahead back in San Francisco, with my friends, old and new, as we look to the future together.

My Mom's note I carry with me everywhere.

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