Which AI investments deserve backing?
Decide which AI opportunities could make it easier for customers to choose, buy or get help, and whether the business case justifies the investment.
Make the right AI bets for your customer experience.
You need to decide which AI investments will improve your customer experience and whether your business can deliver on them. Work directly with me to weigh competing recommendations, challenge the assumptions and decide what deserves your backing.
Start with the customer opportunity or AI decision you’re considering. We’ll discuss whether my experience fits the work.
Former executive at Frontier and Comcast. Author of The Psychology of CX 101 and publisher of Decoding Customer Experience.
Your decision(01)
Which decision is on your desk?
These are the customer-facing AI decisions I help leaders work through.
What should we let AI do?
An answer, a recommendation and an account change involve different permissions. Decide where AI can act and who can challenge or reverse its decisions.
Why are customers still struggling?
Customers may still be repeating information, returning for help or waiting for someone who can act. Understand what the automation is leaving unfinished.
Can we deliver what AI promises?
Product, technology, sales and service may each be ready for their part. Resolve who owns the customer outcome when work crosses those boundaries.
Perspective(02)
Product, pricing and customer experience were my responsibility.
At Frontier, I led Consumer Product & Customer Experience and sponsored customer-facing AI investment. My responsibilities included product strategy, pricing, digital sales and service. At Comcast, I held VP roles in digital experiences and customer experience delivery and operations.
That background lets me examine the AI proposal alongside the commercial offer and the operating work behind it. You get advice that considers what the business is asking customers to do and what employees must deliver.
Advisory(03)
Executive counsel, shaped around the work.
Executive advice for CEOs, COOs and senior product and customer leaders.
- Before you commit. Examine an AI proposal, challenge its commercial assumptions and decide whether it deserves your backing.
- When recommendations conflict. Work through the customer, commercial and operating tradeoffs when your teams or suppliers recommend different paths.
- When an initiative disappoints. Question the diagnosis behind the results and determine what needs to change before committing more resources.
Work directly with me on a specific customer-facing AI decision or through continuing executive counsel. Scope, access and fees are agreed around your situation.
Conversation(04)
Bring your customer-facing AI decision.
You may be evaluating an investment in a buying or service journey, questioning a proposed approach or deciding what should happen next. Bring the business context. We’ll establish whether working together would be useful.