About
I help large companies figure out what customer experience means now.
Two decades, four CCaaS platforms, more contact centres than I can keep straight — and a growing suspicion that most of what the industry calls “CX strategy” is measurement dressed up as thinking.
What I do, day to day
I advise enterprises on how to modernise their customer experience — particularly the parts of it that touch a contact centre, a digital channel, or an AI agent. That usually means some combination of:
- Helping a leadership team figure out what they’re actually trying to change, before anyone goes shopping for a platform
- Building the business case — the real one, not the one the vendor draws for you
- Designing the target operating model: which channels, which agents (human and otherwise), which decisions get automated and which don’t
- Choosing and implementing the technology underneath: Genesys Cloud CX, Amazon Connect, NICE CXone, Microsoft D365, plus the AI, analytics and integration layers that make any of it useful
- Standing up the change side — because new tooling without new operating habits is just expensive shelfware
I’m currently a CX consultant at NTT DATA, where I rebuilt the regional CX practice from a quiet pipeline to $50M+ in active opportunities across CCaaS, AI, and managed services. Before that I led contact-centre consulting at Kyndryl DWS, was a principal consultant and senior solution architect at NTT Canada, and spent the earlier part of my career designing the voice and collaboration networks that today’s cloud contact centres quietly rely on.
What I’m interested in right now
Three threads run through most of my current work and writing:
Voice is becoming a digital channel. For years, contact centres divided the world into “voice” and “digital,” mostly because experimenting with voice was hard and expensive. That’s no longer true. The interesting question is what happens to your operating model, your QA, and your customer trust when an AI agent is the first voice your customer hears — and when MVPs in voice are suddenly as cheap as MVPs in chat.
Augmentation beats replacement, but only if you actually do it. Most contact-centre AI conversations get stuck arguing about deflection. The more interesting territory is where AI takes the distraction out of the human agent’s job — accurate transcription, useful real-time guidance, post-call work disappearing into background tasks — so the human can do what only a human can do: notice that this customer has had enough.
The metrics most CX programmes optimise for are the wrong ones. NPS, CSAT, AHT, FCR — useful, but they were designed for a world where the customer always tried again. A growing number of customers don’t. They go quiet, they churn, and the dashboard never sees them. Designing CX for the customers who’ve given up is where the real margin is.
How I work with clients
I tend to be useful in three kinds of conversation:
- “We don’t know what we have or where to start.” Maturity assessments, current-state diagnostics, and a roadmap that’s honest about what’s a year of work vs. a quarter of work.
- “We’ve picked a direction; help us not screw it up.” Solution architecture, vendor selection, target operating model, business case, and the unglamorous integration work between CCaaS, CRM, AI and the back office.
- “Our AI pilot worked; now what?” Moving experiments out of the lab and into production — with the QA, governance, and human-in-the-loop design that keeps them working.
I’m at NTT DATA. If you’d like to talk about something specific, the easiest thing is to send me a note.
The short version
Based in Toronto. Twenty-plus years in CX. Genesys, Amazon Connect, NICE CXone and Microsoft D365 on the platform side. Python, LangChain, GPT-4, Claude and Mistral on the AI side. Solution Architect of the Year (NTT Canada). Currently at NTT DATA.