About I believe the promise of digital is to enable customer self service. Help enough people succeed in getting their jobs done and your organisation will thrive.
This starts and ends with data-driven empathy. By measuring the important interactions, we can uncover obvious friction points (hello complex password rules), quantify the business impact and prioritise resources. With these out of the way, we turn to better understanding what jobs customers need to get done so we can help them even more.
Specialties: Behavioural design (JTBD), Removing complexity, Digital strategy, Humanising analytics, Social Media, eCRM, Publishing, Personalisation, Marketing, Customer Engagement, Building drones