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.
Where could AI make the biggest difference for your customers and your business? Work directly with me to identify worthwhile opportunities, weigh competing recommendations and decide what deserves your backing. Together, we’ll examine what your teams would need to deliver the results.
Meet for 30 minutes to discuss your decision and whether my experience fits the work.
Executive experience across CX, product, pricing, digital sales, service and customer-facing AI.
An operator’s perspective on your AI decisions.
I’ve led product and customer experience teams with responsibility for pricing, digital sales and service. That experience shapes how I advise on AI: weighing the commercial opportunity, working through competing priorities and understanding what your teams will need to deliver.
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.
Executive counsel, shaped around the work.
Executive advice for CEOs, COOs and senior product and customer leaders.
- When you are unsure what to pursue. Identify where AI could materially improve a customer journey, what your business would need to change, and which opportunity deserves a closer look.
- 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.
Bring your customer-facing AI decision.
In a 30-minute conversation, we’ll discuss your business context, the recommendations you’re weighing and where my experience could help. We’ll establish whether working together makes sense.