Three ways to work together.

Every engagement starts from what your customers are trying to get done and the systems you already run.

01

Diagnostic

For when customers keep calling about things your systems should already answer. I map your systems against the jobs your customers are trying to get done and show you where customers (or your team) are doing the stitching, and what an AI would get wrong if you pointed it at those systems today. You leave with a picture of the gaps and a short list of what to fix first.

02

Build

The context layer plus the first place your customers feel it. That first place is usually whatever's driving the most calls, which might be a self-service view or an AI access point, or a better view for your own people so the handoff carries the context with it. I build it on your systems and hand it over, and it's yours.

03

Fractional

I own the experience layer for a stretch while your team builds the capability to own it. That covers setting the standards and making the call when systems or teams disagree about what something means, along with deciding where AI answers for you and designing the handoff between self-serve and full-serve.

Is this a fit?

Probably a fit if

  • You deliver an ongoing service.
  • Several systems hold the truth.
  • Your customers deal with more than one of them.
  • Nobody owns the experience across them.
  • You're trying to figure out where AI fits in how customers reach you.

Probably not if

  • You're a single-platform business where one system already holds everything your customers need.
  • You're looking for a contact-center or survey program on its own.
  • The project starts by replacing every system at once.

Track record.

At Charter/Spectrum, I led the customer platform after the mergers, when the business was running 40+ web properties and 20+ disconnected systems. One customer identity (CXID) across them, with self-service on top, brought support calls down 60%.

Before that, product work at Arrow Electronics and IQNavigator, both places where the software supports a service somebody depends on.

More recently, an engagement with MeasuringU on product decision frameworks and role clarity, and one with Eureka that pointed the same approach inward, helping a finance team pull one picture out of many systems.

Let's see if this fits your business.

Tell me what your customers are trying to get done and where it gets stuck. I'll tell you whether I can help.

Get in touch