Customer First.
Technology Last.
I help organizations transform how they serve their customers, from journey design to the AI systems customers now touch every day.
Start by rethinking how customers actually behave.
Unmapping Customer Journeys gives CX leaders an adaptive framework for how customers really move, and how to design around it.
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Helping organizations put the customer first in the age of AI.
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Customer Experience
Programs for Leaders.
Keynote Speaking
Customer experience in the age of AI, told from the front line and the boardroom. Real cases, a clear point of view, and something your leaders can act on the same day.
Executive Workshops
Rethink the customer journey with your leadership team. Unmap how customers actually move, decide where AI belongs in the experience, and leave with a 90-day plan.
CX Advisory
Ongoing counsel on CX strategy, operating models, and the integration of AI into customer-facing operations, grounded in what your customers actually need.
Hands-On Work in Customer Transformation.
Build the skills your team needs to redesign the customer experience from the inside: journey unmapping, experience operating models, the metrics that predict retention, and the practical use of AI in customer-facing work. Your team will map how customers actually move, find the moments that make or break the relationship, decide where technology helps and where it gets in the way, and define the measures that tie experience to business outcomes. Formats include a one-day intensive or a four-week cohort, delivered in person.
The same principles anchor my keynotes, where leaders get the point of view and the momentum that carries into the workshop. Every program ends with concrete deliverables: an unmapped customer journey, a 90-day transformation plan, a customer health scorecard, and a clear line on where AI belongs in the experience. Executive, product, service, and operations leaders ready to act.
What clients have to say.
Chris is a great speaker and really polished. If you are looking for someone who knows their stuff, is easy to work with, and that your audience will love; He is your ideal guest for impactful sessions and workshops!
Bill Carlin
COO
Chris Hood’s presentation was brilliantly insightful and engaging. His insights were sharp and refreshing, making for a standout episode. Always a pleasure hearing from pros like him who deliver actionable strategies.
Cash Miller
CEO
Chris has extensive experience working at a top tech company (Google). He has extensive knowledge about customers experience, and the impact of artificial intelligence. I highly recommend him.
Dr. Christopher
CEO
Chris is the true definition of a thought leader and at the root of it, a leader. He leads with empathy, vision, knowledge and authenticity. He is a true asset to everyone that has the pleasure to work alongside him.
Lauren M.
Marketing Manager
Meet Chris
Chris Hood is a customer experience executive, keynote speaker, and author who has spent more than three decades helping organizations transform how they serve their customers. He led customer transformation strategy at Google Cloud, helping Fortune 500 companies build customer-centric cultures, and held senior roles at Fox Broadcasting and Universal Music Group. He is the author of four books on customer experience, including Customer Transformation® and Unmapping Customer Journeys, and a Top 30 Global Customer Experience Leader (Global Gurus 2024–2026). Chris advises companies on customer experience strategy and the practical use of AI in customer-facing operations.
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