CX strategy & transformation
A clear customer vision, a journey-based roadmap, and the governance to make it stick across every function.
Services
How I help organizations win with customers
Five connected areas. Most engagements combine two or more.
Learn more — CX strategy & transformation
Loyalty & CRM strategy
Design or rebuild a loyalty program, CRM practice and 1:1 marketing on a customer-first basis, drawing on 15 years running IKEA FAMILY.
Customer-centric operating model
Redesign structure, metrics and incentives so every team is organized around the customer, not the org chart.
Marketing & growth strategy
Positioning, segmentation and go-to-market built on real customer insight, so marketing spend earns its place.
Customer data & insight
Turn feedback and behavioural data into decisions: VoC programs, CX metrics and dashboards leaders actually use.
How I work
Four principles, one word: CARE
No templates and no off-the-shelf decks. Every engagement starts with listening.
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Context-first
Before any recommendation, I spend real time understanding your business, your customers and your constraints.
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Adaptive to your market
What works in Canada may not work in the Gulf, and what works for an enterprise may not work for an SME. The concept stays; the execution is local to you.
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Realistic tradeoffs
Every strategy is a set of choices: what to invest in, what to postpone, what to stop. I will tell you what I see, even when it is uncomfortable.
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Empowered by AI
I use AI as a diagnostic tool for research, analysis and strategy drafting, to measure precisely and test more scenarios. The judgment stays human.
Working together
Scope and investment
I do not publish a rate card. Every engagement starts with a conversation, and it can take the form of a fixed-scope project, a retainer, or advisory days.
For founders and leadership teams I also offer fractional advisory: ongoing strategic guidance on customer, data and growth, on a monthly cadence with direct access, like a senior partner without the cost of a full-time hire.
You will see the investment before any work begins.
Not sure which fits?
Tell me about your situation and I will suggest where to start.