Not three separate practices. One fused capability, applied across marketing, sales and service.
The Work
Digital and CX used to be one thing, and AI was another. That line no longer exists. The work now is reinventing how marketing, sales and service operate for the AI era, which means the strategy, the data foundations, the tooling and the people and processes all have to move together. I have done that end to end, as a consultant, a builder and an operator.
Most organisations have AI pilots. The gap is turning them into operating capability. That means defining the operating model, building the human-AI workflows, ensuring the data underneath is trustworthy, and managing the change that comes with it. I have led this work in CPG, automotive and technology sectors.
From digital strategy and operating model design through martech architecture to omnichannel customer experience. The job is not choosing the right platforms. It is making the strategy, the data and the technology work together in the conditions of a real organisation, with real constraints.
AI and personalisation are only as good as the data underneath them. Customer 360, CDP implementation and marketing data foundations are the work that makes the rest possible. I have built this layer from the ground up across automotive, FMCG and CPG organisations, and operated the resulting programmes at scale.
Platforms and Technologies
Get in Touch
Always glad to compare notes on what is and is not working in the AI-era transformation of marketing, sales and service.