01
Experience strategy
Define the promise, journeys, measures, and operating choices behind a differentiated experience.
Customer experience · Digital products · Hospitality
Turning experience strategy into services people can feel—and organizations can deliver.
I lead at the intersection of customer experience, digital products, service design, and operations. My work connects a clear experience ambition to the systems, teams, and decisions required to make it real.
What I help organizations do
02
Digital products and services
Translate customer and business needs into useful, sustainable products and service ecosystems.
03
Transformation delivery
Align executives and delivery teams, establish practical governance, and move programs from intent to operation.
Selected work
View all workCase study
Customer experience
Toronto Hydro – Customer Self-Service Portal
The program established a unified self-service and assisted-service foundation, with personalized consumption insights and reporting to support ongoing improvement. Toronto Hydro's website was ranked third among Canadian utilities.
Case study
Service design
Toronto Hydro – Customer Pricing Options
The service connected customer choice, real-time eligibility and effective-date processing, representative support, and program monitoring across the end-to-end journey.
Case study
Service design
Toronto Hydro – Covid-19 Energy Assistance Program
The program created one service flow from application through eligibility and bill credit, with channel-aware reporting and support for back-dated assisted applications.
Working principles
A practical approach to complex experience work.
- 01Start with the experience and business outcome—not the channel.
- 02Design the service and the operation together.
- 03Use evidence to focus decisions, then make ownership explicit.
- 04Build for adoption, measurement, and continuous improvement.
Latest insights
Browse all insightsLeadership and Transformation
July 25, 2018
Eight Steps to a Digital Workplace: Part 2
The last post detailed steps one through four of the digital transformation strategy; this post reviews steps five through eight. Following this strategy is the best plan to ensure your digital transformation process get
Leadership and Transformation
July 19, 2018
Eight Steps to a Digital Workplace: Part 1
You’ll enhance the success of your digital transformation project by following these eight steps to change your enterprise into the lean, mean machine you’ve always wanted it to be.
Digital Products and Service Design
January 15, 2014
Content Migration - Part 1 (What is it?)
In every company there’s always a time to change / upgrade systems. Whether it’s changing / consolidating CMS’s (Content Management System), migrating and / or consolidating a website(s) or even changing the corporate co
Career overview
From enterprise digital delivery to global resident experience.
More than 15 years leading customer-facing products, digital transformation, and operational improvement across hospitality, utilities, telecommunications, and consulting.