Customer experience · AI · Strategy
Most CX strategy was designed for a customer journey that no longer exists.
I write and advise on what comes next — voice as a digital channel, AI agents that work alongside humans, and the unglamorous work of actually fixing the experience instead of measuring it.
Recent thinking
All writing →Coming soon
Voice as a digital channel
Why the call centre is no longer a back-office cost — and what it means when the first voice your customer hears is an AI agent.
Coming soon
Customer rage and learned helplessness
Most CX measurement misses the customers who’ve given up. They’re the ones leaving.
Coming soon
What CX strategy means now
A working definition for an industry that quietly stopped agreeing on one.
About
I’ve spent two decades helping large companies build customer experiences that actually work — the kind that show up in retention, not just in survey scores.
Most of that work has been at the intersection of contact centre, digital, and AI: turning channels that used to be cost centres into the place where loyalty is won or lost. I’m currently at NTT DATA.
Get in touch
If something here resonates — or doesn’t — I’d like to hear about it.