Customers don't want technology for technology's sake. They want fast answers, fewer handoffs, knowledgeable people, and companies that understand what they need. I help organizations use data and AI to create that experience — while improving service economics and retention.
Discuss Your Customer ChallengeApproach
My work combines customer journey analysis, contact-centre operations, predictive analytics, retention strategy, and AI-assisted service. The objective is to identify friction, predict risk earlier, make associates more effective, and automate interactions only where doing so genuinely improves the experience.
Drawing on 10 years of hands-on leadership in customer operations at ADP — managing loyalty programs, predictive retention models, and contact-centre performance — I bring a results-oriented lens to every engagement.
Customer Experience Services
Map the end-to-end customer journey, identify friction points, and define a service strategy that improves experience while managing cost.
Assess and redesign contact-centre operations — staffing, workflows, quality, technology, and management — to improve both the customer and associate experience.
Build predictive models that identify at-risk customers earlier — and design the operational response that turns risk signals into retention actions.
Design and operationalize loyalty and retention programs that are commercially rigorous, measurable, and integrated with the broader customer experience.
Use AI to make frontline associates more effective — better information at the moment they need it, reduced low-value work, and faster, more consistent service.
Design the metrics, data infrastructure, and management rhythms to track, understand, and improve customer experience over time.
Selected Results
Prior employer experience at ADP — not an MTNY client engagement.
Why It Matters
Most companies measure acquisition closely and manage churn loosely. But the economics of retention — what it costs to acquire a customer versus what it costs to keep one — make it one of the highest-ROI investments a business can make.
AI can change this equation significantly — identifying risk earlier, personalizing the response, and making the service interaction more effective. But only if the strategy, data, and operation are aligned. That alignment is where I work.
Discuss Your Customer Challenge