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Approach

Human-first strategy built for impact

Over the past 15 years, I’ve led CX operations, advised Fortune 500s, supported mid-sized businesses, and worked inside a CX startup. That experience shaped an approach grounded in real-world complexity, where outcomes matter and no two transformations are alike.

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My work starts with people. I help organizations design around what stakeholders need and build the capabilities that turn intent into results.

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Customer experience should not operate in a silo. It should be owned like a business, designed to influence, and measured by the value it creates.

Lightbulb, representing the philosophy stage of the methodology.

Preventing problems before they reach customers turns support into strategy. Anticipating needs builds trust and long-term value.

Philosophy

Magnifying glass with plus sign, symbolizing discovery and in-depth exploration.

Every engagement begins by understanding where you are today using proven frameworks to uncover gaps and guide the right starting point.

Discovery

Wrench and screwdriver, representing the delivery and implementation phase.

I combine Human-Centered Design, Lean, analytics, and capability models to build experiences that create lasting value.

Delivery

Rocketship, symbolizing the transition and launch of new capabilities.

Transition

I coach teams to build the skills and discipline to grow and lead confidently long after my engagement ends.

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