THE ARCHIVES
If you joined a talk that I gave and asked the question “will these slides be made available after the session?” this page is for you.
Develop A Modern Local Meetup Events Strategy
April 30, 2026 at CMX Summit 2026
Local meetups are so back. Customers want to meet local peers, learn from each others' successes, and build their networks without an LLM in the way. In this hands-on workshop, I helped attendees gain practical experience constructing a local meetup event strategy by guiding them through frameworks, processes, and learnings to develop successful, scalable, and sustainable programs.
AI-Forward Community Strategy
April 8, 2026 at Community Week Online 2026
AI is reshaping how people find information, engage with content, and connect with brands. In this keynote, I uncovered why your metrics are lying to you, how to build a programmatic counterweight to AI fatigue, and what it actually means to operate with AI while differentiating with humans. Outcomes include a sharper strategy and a clear sense of where to invest next.
Choreography & Merriment: Building Great Gamification
October 24, 2025 at Toronto Community Week
If you’re just shipping the default gamification features that come out-of-the-box from your community platform vendor, chances are that it’s lame. In this keynote, I talked about how to leverage rankings, badges, recognition, reputation, and rewards to motivate specific personas in your community to drive shared value and impact. Make it FUN!
Communicate Impact: Build a Compelling Insights Report
July 9, 2025 at London Community Week
If you’re doing great work, but don’t tell anyone about it, does it matter? In this session, I talked about how to communicate the value of your work through regular reports to key stakeholders. In addition to identifying common mistakes and components of successful reports, a sample report that you can download and get started with is included.
Building a Successful Advocacy Program
June 4, 2025 at Led-By Community Talks And Pros
Many companies have a reference program masquerading as an advocacy program and are taking far more than they give, limiting the potential impact it could have. In this talk, I shared how to build a program to cultivate, recognize, and reward vocal advocates. You’ll learn how to align with company goals, offer benefits to advocates, and measure success.
Crafting a Community Content Program
July 10, 2024 at Community-led World Summit
Content is Queen, but how do you create a content framework, enlist subject matter experts, and consistently deliver engaging content to their members? In this session from Community-led World in London, I talked through how to go from 0 to 1 to build the beginnings of a compelling and sustainable community content program.
Community + Learning: Better CX. Better ROI.
May 16, 2024 at Gainsight Pulse 2024
Many companies have communities and learning, but they often sit in siloes, the CX is disjointed, and outcomes are diluted as a result. In this talk, I shared my philosophy for fully-integrated community learning, share real-world examples, and provided a framework for you to tell the story internally to gain momentum, buy-in, and investments needed for success.
Connecting The Dots: Measure The Impact of Community on Customer Success
April 11, 2024 at Super Forum 2024
Community is a critical component of scaled customer success strategies, but how do we know if it's working? In this talk, I shared my methodology for measuring community’s impact on CS. You'll walk away from this session with the ability to map community activity to success outcomes, calculate ROI, and tell compelling stories to internal stakeholders.
Community Strategy Foundations: Transform Your Business
October 26, 2023 at a ClubPF webinar
Let’s start from the start. What is a “community?” Why are they important? What are some of the common components? How can you translate your strategy to an operational plan and begin to measure the outcomes? In this session, I shared my framework for organizing and bringing to life a comprehensive community strategy.
Metrics That Matter: KPIs for Brand Communities
October 19, 2023 at a Bettermode webinar
Communities can deliver immense impact across many facets of a business, but how do we know if our strategy is working? In this webinar, I shared a framework for identifying key performance indicators, interpreting the data, and communicating progress against goals to stakeholders. Then you can make important decisions about how to move forward.
The Future of Online Communities in an AI-Driven World
June 13, 2023 at Community Rebellion Conference
There’s a lot of buzz around AI and community pros want to know what the future of online communities looks like in light of these new innovations. In this session, we explored current trends, forecast where things may be heading, and provide practical guidance on how you can get started using this technology in your community.
Solving Business Problems, Calculating ROI, and Telling Compelling Stories
November 19, 2020 at IS-CL Summit
Demonstrating the value of your community efforts is no longer a "nice to have," it's a requirement for success. You'll walk away with frameworks, resources, and knowledge that you need to prove the value of your community to your organization. You'll see real goals, formulas, and storytelling that I've successfully executed with as a VP of Community.
Invest in Your Community Today for a Better Future
May 11, 2020 at a CMX Connect Webinar
Accelerating your community program for success, better understanding the actions you should be taking right now, identifying business problems your community can solve, and working with the C-Suite in building and aligning your community efforts. This presentation was delivered to Blake Ethridge’s CMX Connect group.
Driving Internal Awareness and Adoption With Your Peers and Leadership
October 1, 2018 at CX Live 2018
The best communities have strong ownership and internal stakeholders that understand how community can help drive success in their slice of the business. Join this session to learn how you can build a strong foundation of data insights, tell compelling stories, and align your goals and objectives to high level business outcomes.
Community: Driving Differentiation and Customer Experience Through Shared Value
May 9, 2018 at TSW San Diego 2018
In this presentation at TSIA’s annual event, I described how customer experience can differentiate a brand by creating shared value between organizations and their customers. I explain exactly how we executed this at Alteryx and discussed the business outcomes that followed to influence the top and bottom lines.
Community: Customer Experience Evolved
May 3, 2017 at TSW San Diego 2017
In this presentation at TSIA’s annual event, I shared my philosophy about the next generation customer support experience that centered around leveraging customer communities as an engine to deliver cost savings and other value. As much of the presentation centered around my talk track, many of the slides are plain. Watch my CMX 2016 presentation for context.