Customer Experience
Join Our Customer Experience Workshop!
If there's one workshop you attend this year -- this is it!
NEW
Sign Up for our FREE Webinar!
3 Break-Through Ideas That Will Radically Improve Your Customer Conversations

How to Build Trust Through Story (Without Making It About You)
Trust Doesn’t Come From Telling. It Comes From Resonating. In an era where everyone is sharing, posting, and presenting, storytelling has become the gold standard of communication. It’s praised as the key to selling, leading, motivating, and connecting. And it’s true—stories are one of the most powerful ways to engage the human mind and heart. But not all stories build trust. Some actually erode it. The biggest mistake professionals make...

Turning Complex Solutions into Compelling Stories with AI StoryBuilder
Questek innovations is a materials engineering and design company that empowers materials innovators. Founded by Dr Greg Olson, renowned materials scientist and professor at MIT, they have helped companies innovate with materials for over 20 years. Bill Mahoney, a seasoned software executive, was hired to lead the launch of a SaaS platform, ICMD™, that helps companies develop Materials Solutions that accelerate manufacturing products that accelerates revenue/speed and reduces cost. Space...

Why Active Listening Is the Missing Link in Your Storytelling Skills
Storytelling Is Not Just About Speaking In a professional culture that prizes confident communication, it’s easy to assume that storytelling is all about how well you speak. We’ve been conditioned to think that if we can tell a clear, emotionally charged, and well-structured story, we’ll capture attention and earn influence. But that belief leaves out a crucial piece of the puzzle. Great storytelling doesn’t begin with telling—it begins with listening....

When to Use Storytelling for Maximum Impact
Why Timing Matters in Storytelling Storytelling has always been one of the most effective ways to communicate ideas that stick. But story alone isn’t a magic bullet—it’s not just what you say, but when you say it that defines its power. In today’s world, people are flooded with messaging from every direction. Every platform, every device, every minute seems to bring another update, notification, or pitch. Attention is fragmented, trust...

Your Message is Getting Drowned Out. Storytelling is the Lifeboat.
The Modern Communication Crisis Every day, your message competes with a digital tsunami. Emails, ads, pings, push notifications, LinkedIn updates, Slack threads, and a constant stream of headlines—this is the reality your audience wakes up to. We live in a world where attention is under siege, and even the most important messages are lost before they ever land. The problem isn’t a lack of information. It’s too much of it....

You’re Not as Good a Storyteller as You Think—Here’s Why
The Overconfidence Trap Most professionals overestimate their storytelling ability. Because they can speak confidently, deliver a decent presentation, or hold attention in a meeting, they assume they’re naturally good at telling stories. But what they’re often doing is performing—not connecting. They’re talking at people, not to them. And as a result, they mistake clarity for resonance, and polish for impact. Effective storytelling isn’t just about how you sound—it’s about how...

Great Storytelling Starts with Great Listening—Here’s How to Get Better
In a world dominated by noise, speed, and artificial intelligence, great storytelling is more essential than ever. It’s how we make sense of complexity, break through the digital clutter, and move people to action. But here’s the truth that most people miss: the foundation of great storytelling isn’t charisma, cleverness, or even writing skill—it’s great listening. If you want to inspire, influence, and connect, you don’t start by telling a...

The High Cost of Miscommunication in Product Management and Product Marketing
By Stacey Weber In the fast-paced world of product management and product marketing, effective communication is not just a skill—it’s a necessity. Miscommunication can lead to costly mistakes, wasted resources, and missed opportunities. Let’s explore some real-world examples of how communication errors can have significant financial impacts. Imagine a scenario where a product manager is describing a requirement / user story to the design and engineering teams. If the market’s...

Why Some Stories Inspire Action While Others Get Ignored
By John Geraci, CI2 Advisors In today’s noisy world, stories have become our best shot at being heard. We’re all navigating a barrage of messages every day—emails, alerts, social posts, video calls, texts. In the middle of that digital chaos, most communication barely registers. But occasionally, a story cuts through. It lands. It lingers. It moves someone to act. The reality is, not all stories do that. Some stories create...

Most People Listen to Respond—The Best Listen to Understand
Most People Listen to Respond—The Best Listen to Understand By David Lynn, CI2 Advisors In today’s fast-paced world, listening has become a lost art. Most people don’t truly listen. They wait. They wait for their turn to talk. They wait to insert their opinion. They wait to correct or improve what someone else is saying. But they aren’t listening to understand—they’re listening to respond. In leadership, in business, and in...
More Posts
More Podcasts
More Videos
-
Product Management Resources
-
Sales Resources
-
Leadership Resources