There's a specific kind of work I'm drawn to.

What I’ve Learned

My career has been in businesses where the software supports the service, where somebody is counting on what you build to get through their day. At Charter/Spectrum, after the mergers, that meant 40+ web properties and 20+ systems, each one right on its own terms, with customers caught in the middle doing the work of connecting them. The fix was one customer identity (CXID) across those systems with self-service built on top, and support calls came down 60%.

I didn’t have a name for that kind of work then. I just knew the layer that told every system what this customer was in the middle of was where the value lived.

What I Believe

Business runs on people working with people. I think of self-service (and now AI) as tooling that helps people act on their own, with a person one step away who already knows what they were doing when they need one. Wherever a customer reaches you (your site or the phone or somebody at the counter), it should feel like they’re dealing with the same business.

How I Work

Give me an objective and the mess, and I’ll find the value and the path. I’m at my best diving into the middle of what already exists and making something better out of it (and almost every business I talk to has plenty to work with). I build alongside your team, and everything I build is yours.

Why Now

AI changed what’s affordable. The layer that used to take a big platform team can now be built thin, on top of what a business already runs. Customers are starting to show up through their own AI too, which raises the stakes on getting that layer right.

The Writing

I write about technology and operations and the people caught in between at inspirednonsense.com, which is where I think out loud about where this is all going.

Let’s Talk

If your customers keep calling about things your systems should already answer, I’d like to hear about it.