One year ago, I asked myself a simple what if. What if I started sharing the stories, lessons, and little sparks of customer experience that I see each week? What if I captured the zero moments, the missed opportunities that leave us frustrated, and the hero moments, those times when someone turns friction into fuel and leaves us inspired?

Fifty-two editions later, I’ve learned something important: there is no shortage of either. Every single week brought real examples of human interaction, where choices made in the moment left either a lasting imprint of dissatisfaction or a ripple of delight.

Alongside those CX lessons, I also found joy in sharing the personal side, the “inspiration corner.” Truth is, many weeks I was torn between two or three things I wanted to share, but always had to pick just one. It took courage to open up about what moved me, but what moved me even more was you. The comments, the notes, the conversations at events, the messages on LinkedIn, you let me know that these stories resonated, that they meant something beyond just words on a page.

When I began, I had no grand plan. I just felt compelled to start and see where the road would take me. Today, at the 52nd edition, a full year of this newsletter, I want to thank you for coming along on the journey.

But here’s my next “what if.” What if this newsletter could be even more impactful? While I’m thrilled that the average open rate is 58%, I want to make sure it delivers the most value possible to you. That’s why I’d love your input:

• What’s working for you right now?
• What should I add, journal links, conference highlights, research findings?
• Would you prefer more audio or video clips alongside the read-out version?
• Would survey findings or shared insights interest you?

Your voice has guided this newsletter from the start, and now I’d love for it to guide what comes next.

Here’s to the first 52, and to everything we’ll discover together in the year ahead.