Most financial institutions measure customer experience well enough. The problem is the 18 inches between the insight and the decision — where signals lose meaning, budgets lose patience, and programs lose executive support.
CX Strategist · Banking Intelligence · AI Systems
You might be here because...
"Our NPS is fine but leadership still won't fund CX."
+"We collect feedback everywhere but it never turns into action."
+"We know we're losing customers. We just don't know why — or what to do first."
+If any of those sounded familiar, here's how the engagement works.
How I work
Most engagements start with a symptom — low NPS, high churn, a CX program that can't get funding. I start by building a shared picture of what's actually happening, what the data already shows, and where the organization's blind spots are. This phase is diagnostic, not prescriptive.
Architecture precedes execution. Before any campaign launches or dashboard gets built, the underlying logic needs to be right — which signals matter, how they connect to decisions, who owns what, and what success looks like in dollar terms. I design the system first, then we build it together.
Strategy that stays in a deck is worthless. The final phase is activation — getting the framework into the hands of the people who need to use it, embedded into existing workflows, and producing results that justify the next phase of investment. I stay involved through adoption, not just delivery.
Every step is built on frameworks you can evaluate right now.
Practitioner-built frameworks
These aren't case studies. They're the actual systems I've built — documented so you can evaluate the methodology before committing to a conversation. Click to preview each framework inline.
Flagship Framework
Two indexes that tell your CFO which customers are at risk, what that risk is worth, and what to do first.
Framework Highlights
Applied Practice
Five layers that move customer feedback from raw signal to strategic decision — with segmentation and journey design built in.
Five-Layer Architecture
Banking Experience Performance System
See how VoM feeds the indexes, the indexes feed the quadrants, and the quadrants drive action — end to end.
Also in the work
Banking Growth Engine
11 specialized AI skills for banking marketing — compliance-aware, built for speed in regulated environments.
Proving CX Value in a Cost-Conscious Environment
Panelist alongside executives from Visa, U.S. Bank, and KeyBank.
"Indexing isn't about more dashboards — it's about translating signals into business priorities with dollar values attached."
About
I find clarity where others find noise. That's the through-line — in the work, in how I think, in how I move through the world.
In practice it means this: I'm not interested in producing deliverables that justify a retainer. I'm interested in the moment when a CFO looks at a customer retention chart and says "now I understand what we're leaving on the table." That's the work.
12+ years in financial services. MBA and Master's in Human Development. ABA Stonier Graduate School of Banking. Wharton Executive Leadership Program. 2× Forrester certified. Based in Dallas, Texas — available for consulting and advisory engagements.
Recognition
Let's Talk
Whether you're building a customer intelligence program from scratch, trying to get executive support for CX investment, or rethinking your retention strategy — I'd like to hear what you're working on.
What brings you here?