35 Years of B2B CX Expertise Across North America

877-967-4242
New Book · The Industrial Customer Experience Playbook · By Lynn Daniel & Doug Fowler Order Now →
← Back to Resources Live Monthly

First Fridays

Practical conversations for B2B leaders focused on customer experience. Every first Friday of the month at 12 noon ET — live via Microsoft Teams.

First Friday of every month
12 Noon ET
Microsoft Teams
Up Next October 2, 2026 · 12 Noon ET

Open Mic: The ROI of What Doesn't Happen — and the C-Word Every CX Leader Needs to Master

Bryan Gregory · The Daniel Group

This month we're taking requests. Two topics already on the docket: the hidden ROI inside a top-performing CX program — all the problems that quietly don't happen when feedback is connected to leadership — and a deep dive on Communication, the gap TDG sees every single day and the outsized payoff when it's done well.

Topic A

What are all the things that don't happen in a top-performing CX program? Customer attrition reduces. Employees work smarter, not harder. Systems and process improvement become clear. We'll map the full ROI picture.

Topic B

Communication — the C-Word. Why the gap exists, what it costs, and the power and ROI of getting it right, both internally and externally.

Register Free → Add to Calendar

Register for the Next Session

Free for all B2B leaders. Fill out the form and we'll send you the Teams link before the next session.

  • First Friday of every month
  • 12 Noon ET · ~45–60 minutes
  • Microsoft Teams · Free to attend
What to Expect

Real Strategies. No Jargon.

First Fridays isn't a webinar — it's a working conversation. Each session features a guest leader sharing how they approach customer experience, employee performance, and business outcomes in the real world.

We focus on practical insights you can apply in your own organization — not theoretical frameworks or sales pitches. Just honest conversation between practitioners.

  • Live discussion with an expert guest each month
  • Q&A with attendees — your questions, answered directly
  • No slides, no fluff — just conversation
  • Free to attend for all B2B leaders

Who Attends

CX leaders, operations managers, service directors, and executives from B2B industrial companies across North America.

What Gets Discussed

Customer experience strategy, leadership accountability, service operations, employee engagement, and how CX drives revenue retention.

How Long

Each session runs approximately 45–60 minutes, including time for live Q&A with attendees.

Past Sessions

Watch Previous First Fridays

Missed a session? Watch past recordings below — new sessions are added each month.

Join Us This Month

Free for all B2B leaders. First Friday of the month, 12 noon ET via Microsoft Teams.

Register Now Back to Resources