I work at the intersection of customer experience, conversational AI, and large-scale system design.

Over the past 20 years, I have worked across contact centre operations, digital transformation, and AI-powered CX, helping organisations design and deploy conversational systems used by millions of people globally. My experience spans chat, voice, messaging, and Agent Assist environments, across industries including banking, telecommunications, insurance, retail, and government.

My focus is on how AI systems behave in the real world: under uncertainty, at scale, and in emotionally charged contexts. I specialise in designing conversational systems that respect human judgement, reduce cognitive load, and balance automation with responsibility.

I work globally with teams designing and operating AI-driven customer experiences, with an emphasis on systems that are not just efficient, but coherent, trustworthy, and human-centred.