Digital Innovation Manager

London, UK

Driving the future of customer care across streaming and digital services. I work at the intersection of AI, service design, and product strategy - building support experiences that are intelligent, measurable, and unmistakably human.

I write about practical innovation, experimentation, and building truly human customer experiences - without the theatre or the jargon.

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From the desk…

Ideas, experiments, and working theories on building better customer experiences.

My personal side

A peek at the things I enjoy when I’m not thinking about customer experience, product strategy, or whatever experiment I’m mid-way through breaking.

If you want to see what I’m up to more broadly, my Now page is where I keep a snapshot of what I’m watching, reading and doing.

If you want to go deeper, you’ll find my longer writing in the Writing section, my projects in Projects, and more about me in About.

Christmas List