Want to become a better speaker? Stop thinking like a presenter—and start delivering like a Customer Experience (CX) pro.
During many years working in CX, I learned how to design moments that make people feel seen, heard, and valued. When I transitioned into professional speaking full time, I didn’t leave those lessons behind—I brought them with me. And they’ve made all the difference.
The past two years—since leaving the corporate world—have brought the kind of growth I never expected. I spent most of 2024 learning from Amy and Michael Port in HPS graduate program. The team helped me craft my referable speech and truly master the art of performance.
At the same time, National Speakers Association (NSA) events opened the door to the business of speaking—and to relationships I never would have had otherwise. (Too many names, all unforgettable). And staying active with the NSA NY Chapter continues to deepen my learning in ways that are both personal and professional.
This isn’t about bragging—and it’s definitely not a pitch. It’s the kind of insight I wish someone had shared with me sooner.
Because while I spoke a lot in my corporate roles, building a speaking business is something else entirely. It’s taken new skills, new mentors, and a completely new mindset. The communities I’ve found haven’t just sharpened my delivery—they’ve reshaped how I think about service, impact, and audience experience.
Whatever path you’re on, choose it with intention—and start moving.
Because here’s what I know for sure:
The same principles that create world-class customer experiences are the ones that make a speaker stand out.
That’s why I’m sharing three lessons—through a CX lens. Whether you’re launching or leveling up, these strategies guide how I serve from the stage. And they can do the same for you.
Let’s get specific.
3 Essential Speaking Lessons (Through a CX Lens)
1. Start Before You Feel Ready
In customer experience (CX), progress beats perfection. The best brands don’t wait until everything’s flawless—they launch, learn, and continuously improve in real time. Continuous is the key word here.
It’s no different when you are speaking.
You can spend months tweaking your message behind the scenes—but growth happens in front of real people. On real stages. In the moments that stretch you.
You don’t need to be “ready.” You must be willing.Willing to show up. To test. To get feedback.
Because the work gets better when it’s in the world—not in your drafts.
2. Solve a Real Problem
In CX, everything starts with identifying what’s broken, what’s unclear, or what’s frustrating your customer—and fixing it with intention.
As a speaker, your talk needs to do the same.
Too many speeches are created around what the speaker wants to say. The most effective ones are designed around what the audience actually needs.
Ask yourself: What challenge are they facing right now? What are they trying to figure out, fix, or overcome? And how can I give them a clear path forward?
When you solve a real problem—not just deliver insight—you create relevance, connection, and lasting results.
3. Design the Full Experience
In CX, the product isn’t the only thing that matters. Every interaction—from the first click to the follow-up email—shapes how people feel. There’s a real customer journey. (Learn more how to map it the right way.)
Great speeches follow the same principles.
It’s not just what happens on stage—it’s how you show up beforehand, how people are introduced to your message, and how you continue the conversation afterward.
Referable speakers don’t just deliver great content. They design the entire experience intentionally from beginning to end.
Write this down: people may forget what you said. But they’ll remember how it felt to be in the room with you.
Final Thoughts: We’re All in the Experience Business
The best speakers don’t just write a speech.
They design an experience—with the audience at the center.
They think like CX leaders:
Empathy before ego.
Clarity over cleverness.
Every moment crafted with intention.
They don’t guess what the audience needs.
They care enough to find out.
Because a great talk isn’t just heard—it’s felt.
And it doesn’t end at the mic. It carries into conversations, decisions, and results.
That’s how you become remembered, referred, and rebooked.
If you’re not thinking like a CX leader, you’re missing the real impact of the mic.
Shout out to NSA NYC chapter for a wonderful April event. Bravo panelists: Chitra Rochlani, Stacey Uhrig, Valeria Aloe, and moderator Casey Carpenter + President Marcela Gomez, Cait Donavan, Courtney Hopper, Robyn Hatcher, and the entire Board of Directors.
Love you all – HPS Graduate Cohort #23!
