Everything you could want to know.
I love Legos and Theater.
I dream of producing a show at the Edinburgh Fringe Festival, where I build a Lego set on stage and tell stories. But in the meantime, I'm adept at solving business and transformational challenges.
Technically, my background is concentrated on digital transformation, customer experience, and service design activities. From Project Manager to Sr. Director of CX Strategy and Operations, I’ve spent the last 20 years working in Chicago’s agency and startup fields, delivering and strategizing for various organizations across industries and customers. Aligning people, teams, agencies, and organizations – I can listen, collaborate, compromise, and drive for success. And I like to play with technology.
My process is good for the team. Good for business.
Know the true problem.
What is being asked is only sometimes what is needed to be done. Sometimes, you need to step back and ask the hard questions.
Know the team.
Know your team and the team you're solving problems for. Understanding them allows for the optimization of communication without restraint.
Know the data.
Collect what's known, isolate what isn't, and try to fill in the blanks. It's OK to be led by your gut; ensure the data can pad your stomach.
Know success.
We all want to be Steve Jobs introducing, "One more thing." A lot of times, people love it; it shows initiative. Sometimes, it's the wrong move.
Articles, Musings, and Experiments.
Swinging Through the Customer Experience Journey: A Spider-Man: Across the Spider-Verse Perspective
Jurassic Park at 30: A Morality Play for Customer Experience or How I Learned Sparing No Expense Puts Your Customers (and Business)At Risk
The Amplifier Goes to 11: Cutting Through the Noise with Laconic CX
Silicon Lot: An experiment in AI-generated text and image content generation.