CONSULTING

25+ YEARS IN PRODUCT DEVELOPMENT, DIGITAL STRATEGY & MARKETING
Using data and technology to achieve business goals and optimize customer experiences, across a variety of industries

CAPABILITIES:

Product Development
CX & UX Design
Testing & Optimization
CRM & Personalization
AI, NLP, Chatbots
Customer Support
Automation / Self-Service
VOC (ratings, reviews, surveys)
Loyalty & Rewards
Localization & Globalization
Digital Marketing Strategy
Direct Mail, Print, OOH, Radio
Contests, Promotions & Events

INDUSTRIES:

eCommerce
Consumer Goods
Travel & Hospitality
Financial Products
Telecom
Entertainment / Ticketing
Sports

FORMER ROLES:

Chief Experience Officer
Visible Wireless
Senior Director, CX & UX
1-800-Flowers.com
Director of eCommerce
Entertainment Benefits Group
Assoc. Director, Global Digital
Starwood Hotels & Resorts
Director, Digital Marketing
Revolution Money
Digital Account Director
Weber Shandwick
International Digital Lead
National Basketball Association

Using Conversational AI to drive CX @ 9th Annual Customer Service Summit

During lockdown, people nationwide were leaning on contactless gift-giving to stay connected to families and friends.

As Senior Director of Customer Experience Technology at 1-800-Flowers.com, I discuss the spiking demand for gift delivery and how AI helped manage the surge.