Key Skills, Expertise & Education
Education
Masters: Quantitative Methods
York University
Quantitative Methods
(ICPSR) University of Michigan
Hon.BA: Political Science
University of Toronto
Key Roles
Lead Digital CX Program
(Intel 2003-2023)
Lead Support CX Program
(Intel 2008-Present)
Lead Brand Experience Research Program
(Micron 2013-Present)
Lead Thought Leadership Research Program
(Deloitte 2008-Present)
Accomplishments
Built AI Native CX Platform (2026)
Built Voice AI Survey DIY Platform (2025)
Conducted Research With Deloitte That Was Published In Harvard Business Review (2020)
Built & Managed CX Platform Integrates Online & Offline Customer Journeys For Intel (2016)
Improved Intel CX Satisfaction from 60% to 80% in 2 years (2014)
Built & Managed Digital Customer Tracking Platform (2008)
Built & Managed Digital Survey Platform (2001)
Recent Articles:
How We Leveraged AI To Take Our Company To The Next Level
February 2026,
The result isn’t fewer jobs, but better ones. We’ve been able to spend more time on high-value discussions, faster iteration, and more meaningful collaboration.
My rule of thumb: automate where it reduces friction, but always keep a human where trust matters. The goal isn’t speed; it’s clarity and confidence.
That’s where AI creates real value.
Why Most CMOs Fail Before Their Exit Interview
January 2026,
The brief tenure of the digital-era chief marketing offer (CMO) is a warning signal.
Behind it often lie patterns of misalignment, vague expectations and an increasingly fractured scope of responsibility.
In the Harvard Business Review article the author argues many CMO roles are ill-defined or overly broad.
Will 2025 Be The Year of Immersive CX?
February 2025,
From avatars to virtual reality (VR) and augmented reality (AR) wearables and the metaverse, many experience designers and practitioners have experimented with transferring advanced consumer tech developments to their customer’s experiences.
But could 2025 be the year that changes?
Powering Customer Relationships with Omnichannel Approaches
January 2025,
The energy sector faces challenges from rising inflation, environmental concerns and customer budget constraints, alongside increasing customer expectations for support services.
To thrive in this competitive landscape, energy companies must prioritize customer experience (CX) as a key differentiator.